TQM BBA WK 1 - Total Quality Management Instructor Muhammad...

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Instructor: Muhammad Naveed Email: [email protected] TQM-BBA-BAHRIA Total Quality Management
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A Scenario! “Did you see the game last night?” Fred ask Jim “No … what it any good?” “It was great, Arsenal’s new striker played a quality game” What does this mean “ a quality game”?
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What is Quality? It is a frequently used comment, but with a very vague and unclear meaning. How do we know if we know if we are achieving a quality output if we do not know what is it? Is it measurable?
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4 Importance of Quality Quality is not a new concept in modern business. In 1887 William C. Procter grandson of the founder of Procter & Gamble told his employees: “The first job we have is to turn out quality merchandise that consumers will buy and keep on buying. If we produce it efficiently and economically, we will earn a profit, in which you will share”. - William Cooper Procter (1887)
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Importance of Quality (cont.) Procter’s statement addresses three issues which are critical to business manager: Productivity The measure of efficiency defined as the output achieved per unit of input. Cost The cost of operation Quality The quality of goods and services that create customer satisfaction. All contribute to profitability No quality, no sales. No sales, no profit. No profit, no jobs.”
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6 The History and Importance of Quality Assurance ...is any action directed toward providing customers with goods and services of appropriate quality along with the confidence that product meet consumers’ requirements.
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History and Importance of QA Quality assurance associated with some form of measurement and inspection activity throughout the production operation in history. For example: Egyptain wall paintings circa 1450 B.C. shows us evidence of measurement and inspection. Stones for the pyramids were cut so precisely and impossible to put a knife blade between the blocks. Egyptains’ success was due to the consistent use of well developed methods and procedures and precise measuring devices.
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(cont.) Industrial Revolution (rise of inspection and separate quality departments): In early 1900s Taylor led to new philosophy of production e.g., Separate the planning function from the execution function. Managers and Engineers were given the task of planning and supervisors and workers took on the task of execution. By segmenting a job into specific work tasks and focusing to increasing the efficiency, QA fell into hands of inspectors. Defects were present, but were removed by inspection. Inspection was thus the primary means of quality control during the first half of the century. Eventually,
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TQM BBA WK 1 - Total Quality Management Instructor Muhammad...

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