Professional Documents
Culture Documents
QUALITY MANAGEMENT:
MANAGEMENT FOR
CONTINUOUS
IMPROVEMENT
1
Objectives
2
Contents
● Concept of Quality
● Cost of Quality
● Total Quality Management (TQM)
● Case Study on Incepta Pharma. Ltd.
3
Conceptual Differences Towards Meaning of Quality
4
What is Quality? (1 of 3)
Best-in-class quality
world-class company
5
QUALITY AS KEY SUCCESS FACTOR IN CONTEMPORARY
CONDITIONS OF OPERATIONS (2 of 3 )
Year Emphasis Tactics
9
Traditional View of Quality Management (3of 3)
Optimal
Level of
Inspection
Total Quality
Control Costs
Cost of Scrap,
Rework, and
Detecting Defects
Cost of Defective
Products to
Customers
0 % of Products Inspected
10
Modern Quality Management (1 of 5)
● Quality Gurus
● Quality Drives the Productivity Machine
● Other Aspects of the Quality Picture
11
Quality Gurus (2of 5)
● W. Edwards Deming
●
Plan-Do-Check-Act (PDCA) cycle
●
Developed 14 Points for managers
● Armand V. Feigenbaum
●
Total quality control (TQC)
●
Quality at the source
● Kaoru Ishikawa
●
quality circles
●
Suggested the use of fishbone diagrams
12
Quality Gurus (3 of 5)
● Philip B. Crosby
●
Zero defects
●
Traditional trade-off between costs of improving
quality and costs of poor quality is erroneous
● Joseph M. Juran
●
Modern quality management implementation in
US companies
● Genichi Taguchi
●
Quality Loss Function
13
Quality Drives the Productivity Machine (4 of 5)
● Defect-free Production
● 20-25% of COGS will be spent on
finding and correcting errors
14
Other Aspects of the Quality Picture (5 of 5)
15
Total Quality Management (TQM)
Managerial Wave (1 0f 3)
TQM Programs
● Motorola - Six Sigma
Darn Quick
● Hewlett-Packard - Total Quality Control
16
TQM Tools and Techniques: (2 of 3)
● Benchmarking
● Outsourcing
● Speed
● ISO 9000
● Statistical quality control
● Six sigma
● Quality function development(QFD)
17
Quality Management in Services (3 of 3)
● Intangible Services
● Setting standards by customers
● Surroundings affect Perceived quality
● Performance of service employees
18
Case Study
● USFDA
Bangladesh
Parameter
● British Pharmacopoeia
● American Pharmacopoeia
20
Quality Management of Incepta
21
Quality Management of Incepta
● Benchmarking
● ISO 9000
22
Quality Management of Incepta
● Faster Service
Techniques of CRM
● Developing Medical Service Dept.
0
Year-2005 Year-2004
24
Success of TQM
25