· Quality & its importance
· Customer concepts & customer needs
· Quality loop
· What is ISO? Types of standards
· Other benefits of ISO
· Steps to be followed for ISO at our end
· What we can do for effective implementation of ISO?
Customer’s Needs
Definition of Customer
Customer is one who uses our product or services
Types of Customer
· Internal Customer
Next User
· Intermediate Customer
Next dept/Other plant/sister concern
· External Customer
End User
“To satisfy all these customers is our first & foremost objective”
What is Quality ?
· Quality means, products or services made as per customers requirements
· Customer’s satisfaction
Importance of Quality
· Tough competition
· Educated customer
Quality “Mantra”
· Right specifications, Right Time, Right Price
· Every Time, First Time
Traditional Method
Manufacturing Cost +
Profit = Selling Price
What customer expects is minimum Selling price, hence,
Desired Method
Selling Price ¯ = Manufacturing cost ¯
+ Profit
Base for the system is :
· Quality
· Customer
· Price
Quality Loop
EVOLUTION OF ISO 9000
FAMILY OF STANDARDS
Around Inspection
1920
Around Process Control
1945
Around Design Control
1960
1978 System control in all areas
U.K. of management which
directly or indirectly affect
quality
BS 5750 Part I, II, III
1987 ISO 9000 family of Standards
by International Organisation
for Standardization (ISO)
1988 Bureau of Indian Standards
IS 4000 Series
1994 First Revision
Inspection Vs Quality Control
Inspection / Quality Control· Starts after production / · Starts before & along with production
· Segregates good and bad / · Ensures that bad things will not happen
· Responsibility of the Inspection department / · Every bodies responsibility
ISO 9000 - series of standards
- ISO means…..
· International Organization for standardization
· This std was first released in March, 1987
· ISO 9000 gives guidelines for selection of standards
· Contractual standards are :
a) ISO 9001-1994 : This is applicable to the organizations who design, develop, manufacture and supply and service product.
b) ISO 9002-1994 : This is applicable to the organizations who manufacture, supply and service product or services as per specifications given by the customer.
Features of ISO standards :
a) These are standards of system of production
b) These are generic standards
c) These are practical standards
d) These are not product standards
e) These ensure consistency of product quality
f) In this, mistakes are corrected in a systematic way so that chances of repetition are reduced.
LOSSES DUE TO BAD QUALITY
Tangible
(1) Increased rejection/rework
(2) Less production/productivity
(3) Higher customer complaints.
Intangible
(1) Loss of goodwill
(2) Conflicts between different depts.
(3) Loss of morale
Quality and Productivity
(1) Go hand in hand
(2) Quality is key to higher productivity
Types of Quality
· Quality of Design
· Quality of Product
· Quality of Process
· Quality of Systems
· Quality of Service
Effects of Bad Quality
Tangible
a) Higher Rejection
b) Higher Rework
c) Higher no. of customer complaints
d) Less production/productivity
Intangible
a) Credit down in the market
b) Dept. to Dept. quarrels
c) Less interest in work
Quality & Productivity
· Supplementary to each other
· Productivity increases with good Quality
NUMEROUS BENEFITS THAT WILL BE
DERIVED FROM WORKING TO
ISO 9001-2000 & TS 16949 QUALITY SYSTEMS
· Improved communication at all levels
· Decreasing trend in rejections, reworks, customer complaints
· Decreasing trend in inventories
- Raw materials
- W.I.P.
- Finished Goods
· Lead time reduction
· Customer relation improvement.
Trust/confidence enhancement.
· Sub-contractor relation improvement.
Long term association.
· Improved housekeeping
· Improved contacts with overseas buyers.
· People development
· Improved health of people.
Some More Benefits of ISO :
a) It reduces rejection/rework
b) It improves housekeeping
c) It increases morale of the company
d) It ensures Quality and after sales service to customers
e) It improves team work
f) It saves cost by :
· avoiding repetition of work
· avoiding unnecessary records
· monitoring processes
· ….and many other ways
g) Opportunities for export market
h) Due to increased confidence of customers in you, you get more & more orders
i) It improves discipline in the organization
j) It increases credit in the market
Steps to be followed for ISO at our end :
1. Study the standard and select the right standard
2. Define Quality policy & Quality objectives. Display at various locations, explain meaning/intent to all
3. Give training to each & every employee
4. Write Work Procedures giving details of all activities
5. Make changes in Work “practices”, wherever necessary
6. Conduct “Internal Audit” to find out whether work is carried out as per written procedures
7. Implement suggestions/observations of Internal Audit
8. Conduct an Audit by External (Friends) Auditors
9. Implement suggestions received from them
10. For certification audit call world famous, well known auditors for audit
11. Implement their suggestions
12. Achieve certification
What we can do for effective implementation of ISO :
1. We must know the complete details of the work we are doing
2. We must know our Work Procedures in detail
3. Our work place must be neat and clean
4. Every thing must be attached with a label/tag/colour along with its status i.e. For Inspection/Accepted/ Rejected /For rework etc.
5. All the inspection, measuring & test equipment must be calibrated
6. We must maintain records, wherever written in the work procedures
7. We must be ready for change