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Those activities which assure that quality creation is performed in such a manner that the resulting product will, in fact, perform its intended function QUALITY ASSURANCE

It includes quality control and also refers to emphasis on quality in the design of products, development, production, installation, servicing and documentation and in personnel selection and training. It includes the regulation of the quality of raw materials, assemblies, products and components, services related to production and management and inspection processes. STRATEGIC AREAS OF QUALITY CONTROL

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Supplier quality Incoming raw material quality Process quality Final inspection Customer quality


TQM is an integrated organisational approach in delighting customers ( both internal & external) by meeting their expectations on a continuous basis through everyone involved in the organisation, working on continuous improvement in all products / processes /services alongwith proper problem solving methodology Six sigma is a disciplined extension of TQM CONCEPT OF TQM

Nowadays, customers demand products / services with greater durability and reliability at the most economic price ensuring full customer satisfaction. This can be achieved through TQM, because quality is not a technical function but a systematic process extending throughout all phases of the business operations BENEFITS OF TQM

1. -

Customer satisfaction oriented benefits Improvement in Product design Improvement in Product quality Improvement in product service Improvement in market place acceptance Improvement in employee morale and quality consciousness

2. -

Economic improvements oriented benefits Reduction in operating cost Reduction in operating losses Reduction in field service costs Reduction in liability exposure



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