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e e e e e e e e uh I welcome you to a particular course that is mmpc 019 before discuss discussing about any of the things that is included in the course which basically is associated with each and everyone young and old be anywhere in the world with a term called as quality now when you are talking about quality uh let us take some examples which will try to make us comfortable with the term that is quality suppose think about ourself we want to purchase a sh a particular sh we go to the marketplace or nowadays it is available online so there whichever place you are trying to buy it we try to f look at what is the texture what is the design now how the stitchings are done what is the brand name that is included over there and overall we try to look what is the price of this heart that means in order to get the three or four aspect we talked in the initial phase that is the texture the design the stitching quality the clock quality Etc we also try to analyze the price we are paying to purchase it here we are talking about many aspects in certain world how much we are willing to pay that means for our money what is the value we are getting you might be finding there are certain brands which also prepare the shs and we try to purchase them now they command higher price as compared to other lesser known Brands why now maybe this is because due to their reputations maybe due to their performance or the preparation of the sh over a fair length of time that means they are able to deliver good items over a long period of time and their commitment is towards meeting the customers requirement so they will be asking for for higher price now look at another segment that is Services when we talked about s we talked about a product when we talking about Services think about health services where do we go suppose any kind of health issue is there we need a operation basically either it is private hospitals or the clinic or the government run Hospitals now in government run hospitals as well as the private run hospitals some of them may be always lingering in the mind of each one one may say that yes say Apollo hospitals are good for healthare services one may say that yes the monal hospitals earlier it was am hospitals they're also good in providing the best quality Health Services similarly you'll find lots of examples where you can differentiate between the private hospitals which one are good which one you think or will bring some kind of reluctance in the minds that why we should go there similarly many government organizations here we mean the hospitals are there which are also far too high in comparison to other government hospitals as well as private hospitals one of the best example we take we can take in our country is the m the all India Institute of Medical Sciences now there are a number of aims which has come up at many places in the country but earlier it was located in the capital region that is New Delhi what they do even though they are government organizations or government hospitals they provide very high quality health services at very cheap price or you may say that the amount we pay for the health services there is very very less as compared to other private hospitals now all these things when we discuss about if we go deeply into that only one thing is coming up quality whatever is the Judgment regarding a product or Services we as customers or consumers or the person getting the services we say that we shall go for the best quality that can be afforded in our price range one may say that why not go for the best quality always we can go but we should see also our affordability now whether we can afford that kind of amount for getting that kind of services so here the term quality comes forward now it has been seen or when we talk about the quality on global front a particular Count's name come forward we may say that Japan is one of the producers of products which are very high quality in nature in World War II it was a country very small country it was devastated and it was brought down to its knees but what they did they believed in quality they tried to implement the quality policies into their various Enterprises products Services what happened now as time passed by the the Japanese items be product or services that we are having they gained adaptability or acceptance among the customers all around the world at the first site similarly we can talk about the quality given by Germany um few countries are there so few countries are there where their main policy is regarding the Improvement of quality as well as implementation of quality because nowadays it has come to be very well known that once we go down in the path of quality for our items that are being produced then our economy is sure to develop or as a whole the country is going to develop so our this whole paper Total Quality Management over the next few classes 15 to 16 classes spread over four blocks we shall be looking at the total quality management or in short we shall be calling it as tqm so in the first block we shall be looking at the basics of tqm so in this particular unit one today we shall be looking at some basic concepts and methods myself I am Dr sanjie BN I welcome you all to our session on basic concepts and methods of tqm now what is that concept of quality everyone has a fair idea quality when we talked about quality everyone own Notions but there are few definitions given by quality gurus which are adopted and when we try to define the term quality it is nothing but perception of features in a product or service now how we try to perceive a product and service or what are the features they are providing to us now this perception since we are human beings perceptions will vary from Individual to individual or from person to person so whatever may be a qualitative item for me may not be qualitative item for some other people or the reversal also whatever is qualitative for certain other persons may not be qualitative item for me however the basic definition of quality is how we perceive the features in the product or Services now let us see what are some of the definitions given by Leading quality gurus first is a definition given by Deming it is a predictable degree of uniformity and dependability at low cost and suited to market now when we go for items in the marketplace suppose we are purchasing a particular model of a particular brand an item you'll find that the same model will be uniform in its dimensions in its set in its features so he said predictable degree of uniformity and dependability that means whatever is our perception regarding the features in product or services after I purchase it or purchase the item or get the item I will get those features in almost all situations that means dependability and at a low cost we know that lower is the cost the better it is for the customers because no individual wants to pay a high amount weing a few you can say 0.00001% in the world who can pay anything that you can talk about all other depend upon low cost items and it should be suited to Market that means it should be cing to the needs of the customers who are present in the marketplace the second definition came from another quality Guru that is Jiran he said quality is nothing but Fitness for [Music] use we perceive certain features we perceive that the item we are trying to procure or purchase or get should provide us certain type of benefits so the item should be fit enough to provide all those things that means it should be fit for use Cosby said that it is confirmance to requirements because we came up with a definition that whatever is the market requirement whatever is the requirement by the customers you try to confirm to that if you have less features then it will not be suitable in the market similarly you have to set up a benchmark that these are the minimum requirements or features that should be there in the item which has to be passed on to the customer unless until we are confirming to that set standards then our items will not be adaptable to the customers another Guru taguchi said it is minimization of losses to society in other words taguchi said that minimize the wastages the wastages can come from the scrap work maybe due to bad items produced as a result of negligence by the employees may be due to items produced or items generated are Bann due to effective process now all these things all the processes consume resources it may be in the form of material it may in the form of human labor Etc or the capital you may order now if we lose it it is nothing but we are making losses to the society because all these things come from the society so tagui said that try to minimize the losses Fen bom he said it is the way of managing the organization in this globalized world at this present juncture which is very dynamic in nature it is very difficult to survive unless and until you keep Pace with all kind of advancements or simply speaking if you don't produce qualitative items or deliver qualitative items so in order to deliver a qualitative item the requirement is the whole organization should be forming the basis for producing that kind of item that means the inputs the processes the losses all the things should be of qualitative nature hosin said that correcting and preventing loss yes we can correct uh any kind of loss by taking necessary actions so that the losses are minimized and in the future the solution if it is implemented then we say that the losses will be prevented so these are many of the definitions as given by quality gurus one of the most important definition as accepted by everyone is given by ISO it stands for International Organization for standardization this organization most of the nations of the world are a member of that in order to maintain sustainable quality with the societal impact in its back they said that it is totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs so here comes the customers they have certain kind of needs if their needs are fulfilled they are satisfied if you provide them needs or fulfill their needs which cannot be explicitly described by the customers that brings greater satisfaction to the customers so the various characteristics that combine together in order to satisfy the customer needs is the definition of quality as given by International Organization for standardization that is ISO now let us look at what are the different angles or facets of Quality quality due to definition of needs for the product customers in the market place will be having needs in order to fulfill their needs in other words we will be able to deliver to the market or have a market share or capture the market um here we may say that the customers needs in the marketplace will be burying from Individual to individual what we try to do we try to come up with an overall needs of the customers and ingly we try to produce or generate the items be it a product services and the things that customer is requiring the needs should be taken care by that item second is quality due to product design what happens customer may be requiring the items or they will be needing various kind of things or features in the items they are going to purchase now for that uh we have to design the product in such a way that quality can be maintained uh if you look at the history of computers when they were first built by IBM it was around we can say two big rooms the space occupied by the computer now here the customers could not satisfy their needs as the things were what we can say even though the need was there but the various other aspects like Dimensions Etc were not falling into the place ing to their perception now what has happened over the years the customer needs required computers which will be handy which can run for longer period of time with battery backup Etc so if you can confirm to those needs by producing those type of items that forms another aspect of quality another is quality due to product support when we purchase a product many things come into the picture first is how to use it now if the product is easy to use then you'll find a booklet containing directions for use will be there along with the product or the product manual will be there if the items that are produced are technically very Advanced and it needs onand experience then the company will be giving training to the user how to use the product similarly in case of troubleshooting how the company helps out the customer all these things will form the quality due to product support now when we are talking of product for which the quality has to be maintained it has to be based on the needs of the customer and the product should contain features which will be satisfying the basic requirements of the customers now in order to produce the product with certain features we need the process also to be adaptable to that now it is the process which will generate the products or services that are delivered to the customers now when we are talking of the process it includes simply saying first is the inputs second is the conversion process the Third part is the outputs now all these parts of this process should be taken together in order to produce quality products that means all the parts has a role to play in producing quality items now what we understand by quality management so here when we try to talk about quality management we talk about how quality should be analyzed how quality should be planned for how it should be implemented how it should be kept as a continual process so that the Ever Changing quality will keep Pace with the changing requirement of the customer needs now the quality management provides benefits like survival ADM intense competitive environment all of us know that in today's world the business world is very competitive unless and until not only you produce quality items you have to back up with support systems as well as continually improve upon the items you cannot survive the competition so if you are adopting quality management yes we can beit the competition and we can stay ahead of it so major focus of most of the companies nowadays is [Music] towards this quality management second is increasing customer Consciousness in the earlier days options in the hand of customers was not there options when I say it may be the same item of different brands it may be the pricing Factor it may be the convenience of availability it may be the knowledge about the items but nowadays what is happening sorry customers are becoming more and more conscious the rapid technological advancement in the knowledge front through use of Internet Etc is making the customers more conscious that means regarding the quality of the items that are produced by various FRS so you have to keep in your mind the awareness of the customers the consciousness of the customers through quality management quality management tries to look for earning profit instead of making profit the days of making profit profit is coming to an end because the number of producers were far too Less in the earlier days they were having absolute Monopoly that means three or four dominant players were only there in the marketplace choice in the hands of the customer was not there so making profit was easier for the company even though they were not adoped the set standards yes they could make huge amount of profits but those days are coming to an end now number of players in the market that means the producer of the items are many the features they're providing in their items is latest you may say technically as well as the functionality Etc so you have to fight it out in the market in order to earn profits because making profit is a year of is a thing of gone by error this will be helped by the quality management quality control and Assurance when we use the word control then immediately we think what should be our output level is it up to a certain extent if it is reaching the extent to which we are producing the item will it remain constantly or does it require any kind of improvements so when you are talking of quality control we are basically talking about the same thing it includes setting up standards we set up standards for Quality uh one small example may not be to product and services the Paris Olympics is coming up in few days time as on today as compared to today there you will find it is not that whoever wants can participate they have some standards if a certain athlete or player is able to achieve that stand standard then only they will get a ticket or pass to participate in the men Olympic Stadium now suppose I as an athlete you can talk about n CH he has achieved the standards many days back or always is up to the standard he will be practicing on a daily basis and monitoring what are the things what are the distances is throwing the Javin that means he is trying to monitor the process through what not through inspection yes yesterday it was 86 .39 M today it is 8645 M Etc and those things will be noted down either by him or his coach or the coaching staff what comes out of that in some days the results will be getting better in some days the results will also be coming down so thereby we can segregate the activities which can improve performance or which can decrease the performance this can only happen through inspection now inspection can be physical measurement through videography Etc after the analysis of the results the coaching staff along with n cha they will be thinking about how they can carry forward the improvements only that means their focus mainly will be on the Improvement part so quality control is setting up of Standards we shall monitor the process if we are producing a product then we have to look after the process the items that have been produced have to be inspected not only at the end but at many stages and always brainstorming will be going on how we can improve upon the results that means the quality another thing is quality assurance when you are talking of assurance it is a sense or a promise that the items that are being produced are of qualitative items when you are talking about quality assurance we talk about three things one is preventive activity second planning that and establishment of quality system now suppose we are producing an item which is a very qualitative thing then we look at is there anything that is creating losses for the customers creating losses during the manufacturing process so there we try to think of what kind of action should be taken so that this activities can be prevented now if activities can be prevented the quality will be sustained or mained for this we have to plan in advance that means when should the inspection be taking place who shall be in the planning process what are the tools to be used in measurement of quality Etc now once all these things are ready we establish the quality system and this will be adapted by the organization on a continual basis so it will result in what n the items that are being produced will be of quality nature now who are the stakeholders in quality management that means who are the interested party when we are talking of quality simply speaking forget let us forget about everything we are concerned about the quality of the environment earlier what was there now what is happening how it can be improved upon so that the Earth will be a better place to live so whoever are involved in this whole process I think all of us not only the government not only the environmental organization but also the general public all are involved or all are stakeholders to this part or should be stakeholders now in quality management let us see who are the stakeholders in general customers customers are the epicenter of quality management because they Define the product quality they Define what are the needs that should be present in the items the common needs when taken together it will provide a framework of producing the product so the first and basic stakeholder in quality management are our customers in the sense that they will try to set up the level of product quality now how this quality can be you can say implanted into the product the product that is being manufactured or the items that are delivered to the customers comes through a process inputs the convers process and the outputs where employees are involved at each and every stage so when we are talking of employees we talk about their training regarding the quality apart from that their uh Rewards for Quality their job Assurance their future prospects in the company Etc as a whole we can say the job satisfaction now employees when they know that they're working in a quality organization they will feel that yes the organization will have a long run in the business field that provides the basic job satisfaction the third stakeholder we can talk about is the owners that means the supplier of capital for the organization owners can be Equity shareholders the debt holders or whoever simply has invested uh funds in the organization now what they look at how their funds are generating returns that means Returns on investment Roi just in the previous slide we saw organizations now have to earn profits the times of making profit has gone so to earn profits they have to be quality organizations now if profits are generated then the ROI will improve or the return on investment of the owners will be there sub suppliers that means small small suppliers of various components and parts that will be used in the main product they look at the various kind of business opportunities that will be available in the organization we said quality is a continuous and it goes on as for the changing requirement of the customers that will bring about certain changes of the various parts and components Etc which will provide new new business opportunities for sub suppliers Society any Enterprise we talk about will be using resources which belong to the society it may be in the form of materials it may be in the form of human resource or in the form of capital now it is the we can say the organization through quality management should make the best possible uses of these resources that means achieve the maximum productivity for the society's resources stakeholders in quality management when we talking of nowadays a new thing is coming up supplier partnering what is happen happening nowadays instead of having a large number of suppliers for various parts and components the Enterprises they are focusing on few suppliers who can provide them all kinds of components required for their items they act as partners with the suppliers that means the joint hands together to design the various parts and components to standardize the items across the product lines so thereby less different product parts and components will be used as well as uh involvement of suppliers in building quality for the items that are going to be produced now when we're talking of quality every time we talk about a particular term called as standardization standardization simply comes from the world standards standard means a benchmark which has to be achieved so that we can turn the item as a qualitative item the process of achieving that is called as standardization so standardization is the process for formulation of standards that means setting up of standards and its implementation rest the processes or facilities so you have to set up the standards ing to the customer requirements and you have to see that these standards are implemented in the Enterprise and maintained so that quality items are prepared this requires cooperation and consciousness there should be cooperation between the employees not only that they should agree upon the best possible solution that is consensus now this setting up of Standards is a dynamic process why Dynamic from the very beginning we see we are saying that the needs of the customer are ever changing but nowadays it is rapidly changing so in order to match that the setting up of Standards has to be dynamic in nature next is involvement uh you have to talk about the suppliers the customers the employees the management all have to be involved in order to create a scenario of quality management now when we are talking of standardization you have different categories of standardizations one is ing to the regionality another one is ing to the Enterprises needs when you are talking of regionality first is international standards when we are talking of international standards that means standards which are accepted globally or the standard certification of the standards as recognized by the international organizations like you can say ISO International Organization for standardization similarly you can have national standards all of us might have seen a certain term called as B bu of Indian standards that is the standards for various uh sectors given by bis in India then you have the regional standards when you are talking of regional standards as it is given by the state governments or it may be by the local government where the items are being produced you can say the municipality certificates for various iies across the city where it is located then company standards so here inside the company what are the standards you will be setting up now other category of Standards include the basic standards that means what is the minimum standard level that has to be set up inside the organization the testing standards uh when we are talking of testing standards we have various kind of statistical tools and techniques so which tools and techniques to be adapted for testing our Enterprises items for looking at its standard we have to look at the products that means whether the standards are maintained or not the processes when we are talking of processes you are talking of the whole conversion cycle as well as the service standards that means the after sales use Guidance the after sales trouble shooting repairs after sales exchange Etc all these standards will come under the service standards we are talking about bu of Indian standards here are some of the categories of Industry which has to adopt the bis if they're operating in India one is the chemical industry the second one we have talked about is civil engineering the third one we talking about is electronics and telecommunication now it is you might be finding the telecommunication sector is rapidly coming forward food and agriculture for which the bis has to be provided the standards for mechanical engineering as well as the management systems bis also provides standards for medical services medical practices medical equipments medical Sops that means standard operational practices Etc bis for metallurgical engineering many of you might have seen in various kind of ornaments nowadays Bas stamp things try to generate a picture of quality in the customer's mind similarly you have standards for petroleum products petroleum products include your the fuels the abas fuels the ban the gas the LPG gas Etc similarly you have also standards for textile Industries and also for Water Resources now what standardization tries to a at or what are the benefits which shall be getting the basic aim is to achieve overall economy that means the best usage of the resources that are being taken up by the Enterprise achieve maximum convenience in use whatever items have been passed on to the customers products those will be convenient to be used by the customers in case of any kind of situations which requires a decision making we should adapt the best possible solution and what should be the minimum quality that should be defined the benefits that will AC to us is it will have a good will and prestige in the mind of the customers it also provides a framework for increasing productivity due to the changing business environment it also provides a framework for adaptability and achieve the economies of scale that is the lowest cost for for us of resources now when we are talking of total quality management now we can have management approach the total systems approach which mainly are focused towards customer satisfaction one of the approaches is leadership there should be a clear leadership View the leader should work towards customer results they also should look towards employee training and their participation in quality management any kind of communication should be loud enough and clear to everyone involved in the quality management process and they should provide the quality processes and tools that statistical in nature another approach is participatory here every process job or person are involved in the quality management process when you are talking of the third type you are talking of systems approach that requires a third party C certification like ISO Etc so with this we shall try to end our session today thank you for