Total Quality Management

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Quality refers to the end-use of the product. Quality is the requirement of customers. For example, the gear used in the sugarcane juice extracting machine may not possess good surface finish, tolerance and accuracy as compared with one used in the headstock of a lathe.

The most important asset of any organization is its customers. An organization’s success depends on how many customers it has, how much they buy, and how often they buys. Customers that are satisfied will increase in number, buy more, and buy more frequently. Satisfied customers also pay their bills promptly, which greatly improves cash flow the lifeblood of any organization. Increasingly, manufacturing and service organizations are using customer satisfaction as the measure of quality. The importance of customer satisfaction is not only due to national competition but also due to worldwide competition. This is reflected in the Malcolm Baldrige National Quality Award, where customer satisfaction accounts for 30% of the total points.

It is practically not feasible to produce any two identical or similar products in the first time. If the product is to be designed or fabricated as per the prescribed norms of customers, it is usually produced by a repeatable or stable process. The quality of any product is determined by a specific process to the employed. The desired process must have the minimal variations with regard to the characteristics of the quality of the product. The problem solving tool by which the quantitative techniques are applied to achieve the process stability and to improve the capability by reducing the variability is known as Statistical Process Control (SPC).

The Change is the only thing that does not change in the world. Benchmarking is a systematic method which is effectively used to
• Establish that there is a need for change.
• Entity what should be changed.
• Create a picture of how the organization should look after the change.

It is learnt that the essence of the number of ‘quality’ definitions is to provide company’s operating systems which promote conformance to specifications. Also the ever-increasing pressure to provide better quality of products led to the adoption of the concept of quality systems.

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