DEPARTMENT OF MECHANICAL AND MANUFACTURING

ENGINEERING

FACULTY OF ENGINEERING

ASSIGNMENT 1

EMM 5602: TOTAL QUALITY MANAGEMENT

PROFESSOR DR. NOOR AZMAN ALI

GROUP 5

NAME MATRIC ID
PREVENAA RAJENDRAN GS 57293
YAMUNAH JAIBALAH SINGAM GS 58548
MOHAMMED ABDULKAREEM AL-NAMER GS59501
BALASUBRAMANIAM APPALANAIDU GS58996
1.0 QUALITY

Quality implies compliance to the necessities and suitability of being used. The word quality
has been more in roots of numerous other disciplines from manufacturing, finance,
information technology, and human resources. Quality of course starts from the processing of
single item, product and services.
Quality can be quantified as follows: Q = P / E
where,
Q = Quality
P = Performance
E = Expectation
Table 1: Definition of Quality (Latha,2015)

Prospect Meaning and Example

Performance Primary product characteristic such as the brightness of the
picture
Features Secondary characteristics, added features, such as camera
cell phone
Conformance Meeting specifications or industry, Standards, workmanship
Reliability Consistency of performance overtime, average time for the
unit to fail
Durability Useful life, includes repair
Service Resolution of problems and complaints, ease of repair
Response Human - to – Human interface, such as the courtesy of the
dealer.
Aesthetics Sensory characteristics, such as Exterior finish
Reputation Past performance and other intangibles, such as being
ranked first

A quality also requires a particular system or mechanism to maintains the activities

needed to ensure that the characteristics of products, processes or services are within certain
bounds. A quality framework includes all aspects of an association that legitimately or by
implication influences these exercises. Commonly, the quality framework is archived in a
quality manual and in the related records that indicate methodology and principles.  This
system includes 3 major elements: Quality Management, Quality Control, and Quality
Assurance. (Gerald F.,1993)

Quality Management: is the methods for executing and completing quality approach. They
perform objective arranging and oversee quality control and quality confirmation exercises.
Quality administration is liable for seeing that every single quality objective and destinations

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are actualized and that remedial activities have been accomplished. They intermittently
survey the quality framework to guarantee viability and to distinguish and audit any
insufficiencies.

Quality Control: An assortment of exercises. It incorporates all procedures and exercises of

an association that constantly screen and improve the conformance of items, cycles or
administrations to details. Quality control may likewise incorporate the survey of cycles and
determinations and make proposals for their improvement. Quality control intends to wipe
out reasons for unsuitable execution by recognizing and assisting with taking out or possibly
tight the wellsprings of variety (Pheng et.al, 2004). Quality control has a similar significance
as variety control of item attributes. The target of a quality control program is to characterize
a framework wherein items meet plan prerequisites and checks and criticism for restorative
activities and cycle upgrades. Quality control exercises ought to likewise incorporate the
choosing and rating of providers to guarantee that bought items meet quality necessities.

Quality Assurance: Portrays all the arranged and efficient activities important to guarantee
that an item or administration will fulfil the predefined prerequisites (Chung, 2002).
Normally this appears as an autonomous last investigation. The qualification between quality
control and quality affirmation is expressed in an ANSI/ASQ standard: "Quality control has
to do with making quality what it ought to be, and quality confirmation has to do with
ensuring quality is the thing that it ought to be." The quality affirmation capacity ought to
speak to the client and be free of the quality control work, which is a necessary piece of the
assembling activity.

Figure 1: Major Elements of Quality System (Gerald F.,1993)

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1.1 IMPORTANCE OF QUALITY

There is several importance of quality in manufacturing organization as below:

a) Create Improved Products
Intensive quality-control measures will lead the products to reach high quality standard/
Customer will enjoy good quality product and the company will have satisfaction of
knowing that customer buying the best product out there and are genuinely getting their
money’s worth.

b) Inspire Brand Loyalty

Normally customers pay attention to trustworthy and high-quality products. They become
loyal to a product based on quality and avoid looking after different brands. Loyal
customers will start recommending quality product to their friends and family without
getting any commission from it. Once a manufacturing company managed to achieve to
this level, customer base will increase, and business growth will be at peak.

c) Comply with Manufacturing regulation

Once the organization undertake the responsibility of quality control measures, it will
eventually become an integral part of their operations. This will avoid delays and
potential fines.

d) Become Confident and Consistent

While quality measures in place, a manufacturing company can be confident every
product leaving the manufacturing floor is of equal quality.

e) Conserve the Resources

Acquiring more resources means spending more money, which means lower profits all
around. Because of this, it’s important to make the most of the resources and avoid
wasting them whenever possible. Less scrap or rework means the quality is high.

f) Reduce the Level of Risk

Effective quality-control methods will drastically reduce risk (production lost, safety &
sales drop). Quality product will serve the customers well and build brand satisfaction.

2.0 QUALITY MANAGEMENT

A quality management system (QMS) is defined as a formalized system that documents
processes, procedures, and responsibilities for achieving quality policies and objectives. A
QMS helps coordinate and direct an organization’s activities to meet customer and regulatory
requirements and improve its effectiveness and efficiency on a continuous basis.

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2.1 IMPORTANCE OF QUALITY MANAGEMENT

Quality management is essential to create superior quality products which not only meet but
also exceed customer satisfaction. Customer satisfaction eventually will lead to customer
loyalty and increase sales profit.
Some of the benefits include:
a) Encourages quality consciousness
Develop and encourages quality consciousness among the workers in the factory which is
greatly helpful in achieving desired level of quality in the product.

b) Satisfaction of consumers
Consumers are greatly benefited as they get better quality products on account of quality
control. It gives them satisfaction.

c) Reduction in production cost

By undertaking effective inspection and control over production processes and
operations, production costs are considerably reduced. Quality control further checks the
production of inferior products and wastages thereby bringing down the cost of
production considerably.

d) Most effective utilisation of resources

Quality control ensures maximum utilisation of available resources thereby minimising
wastage and inefficiency of every kind.

e) Reduction in inspection costs

Quality control brings products to be at the same par which considerably reduces cost of
inspection.

f) Increased goodwill
By producing better quality products and satisfying customer’s needs, quality control
raises the goodwill of the concern in the minds of buyers. A reputed concern can easily
raise finances from the market.

g) Higher morale of employees

An effective system of quality control is greatly helpful in increasing the morale of
employees, and they feel that they are working in the concern producing better and
higher quality products. Working in a quality oriented environment encourage the
employees to spread the goodness of the quality system to the outside world.

h) Improved relationship

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Quality control develops to better industrial atmosphere by increasing morale of

employees which ensures cordial employer-employee relations leading to better
understanding and closeness between them.

i) Improved techniques and methods of production

By supplying technical and engineering data for the product and manufacturing
processes, improved methods and designs of production are ensured by quality control.
Continuous improvement is taken place in order to fulfil high quality workplace,
therefore processes in production are further optimized.

j) Effective advertisement by showing off quality

Organisations producing quality products have effective advertisement. They win the
public confidence by supplying those better quality products.

k) Facilitates price fixation

By introducing quality control measures, uniform products of same quality are produced.
This greatly facilitates the problem of price fixation. One price of standard products
becomes prevalent in the market.

l) Higher sales
Quality control ensures production of quality products which is immensely helpful in
attracting more customers for the product thereby increasing sales. It is greatly helpful in
maintaining existing demand and creating new demand for the product. It has been
rightly pointed out that quality control is a powerful instrument with the help of which
markets both at home and abroad can be expanded.

3.0 TOTAL QUALITY MANAGEMENT (TQM)

TQM is general philosophy of gradually improving the operations of a business. This
is done through the application of rigorous process analysis by every involved employee and
business partner. In literature a lot of definition and interpretation of meaning of TQM words,
in the literal translation reads as follows (Burlikowska, 2015):
TOTAL: which embraces with its scope the entire organization irrespective of the profile and
legal character of the unit.
QUALITY: in other words, fulfilment of specified requirements of the widely understood
Customer
MANAGEMENT: management being aimed at a positive change of all processes of the
enterprise.

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Figure 2: Concept of Total Quality Management (Latha, 2015)

The core definition of Total Quality Management (TQM) is application of quality

management principles to all aspects of the organization. It is an approach which needs
continuous improvement from everyone in the organisation including customers, suppliers as
well as the stakeholders of an organization. TQM is usually applied at the tactical, front-line
level, where production, clerical, and low-level managers are deeply involved (Menon, 1992).
In order for an organization to implement successful TQM, the organization need to
distinguish a few universal principles. The principles are listed in the below figure.

Figure 3: Key Principles of TQM (Defeo, 2019)

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3.1 IMPORTANCE OF TOTAL QUALITY MANAGEMENT (TQM)

TQM is very much needed in an organization especially in manufacturing industry for the
factors below:
1. Less product defects
The principles of TQM is that creation of products and services is done right the first
time. This means that products ship with fewer defects, which reduce product recalls.

2. Satisfied Customer
High-quality products that meet customers’ needs results in higher customer satisfaction.
High customer satisfaction, in turn, can lead to increased market share, revenue growth
via upsell and word-of-mouth marketing initiated by customers.

3. Lower Cost
Cost reduction throughout an organization, especially in the areas of scrap, rework, field
service, and warranty cost reduction. Since these cost reductions flow straight through to
bottom-line profits without any additional costs being incurred, there can be a startling
increase in profitability.

4. Well defined cultural values

The ongoing and proven success of TQM, and in particular the participation of
employees in that success can lead to a noticeable improvement in employee morale,
which in turn reduces employee turnover, and therefore reduces the cost of hiring and
training new employees.

3.2 BENEFITS OF TQM

TQM may have a beneficial effect on most business divisions, such as accounting, sales and
marketing, finance, manufacturing, and many others. This is made possible by the careful
review of procedures and the contributions of all administrators, staff, and business partners,
resulting, among other things, in the following benefits.

a) Reinforces competitive place

The total quality control system allows the company more efficient by eliminating all
obstacles in all stages of production that resist the free flow of information. This is made
possible by reducing costs, allowing them to lower prices, and also to develop current goods
through research and innovation, leading to better new products. The corporation is thus able
to build a competitive advantage over other companies in the same market. Total Quality
Control thus shows that efficiency is a significant component of reduced costs and increased
productivity. TQM places consistency as an essential component of the tactical market
advantage in this scenario.

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b) Satisfaction with Customers

Because of TQM, companies can deliver quality products and services that are prioritized to
the requirements and requirements of customers. This decreases consumer complaints and
improves the engagement between the company and the customer, leading to better reviews,
more sales, and increasing the market share of the company.

c) Reduction of costs and Errors

Reducing manufacturing costs increases the profits of the business, so TQM can minimize
costs such as warranty costs, field services when high-quality goods are made. Furthermore,
by tracking and supervising workers alongside training and using a team of well-trained and
qualified workers to eliminate mistakes, TQM eliminates production errors.

Nevertheless, TQM needs well-trained and educated staff involved in the

manufacturing process, this training takes a long time to separate employees from their daily
jobs, which can have a negative short-term impact on the production of products and services
(A, 1998). Besides, employees may not accept the enforced TQM instrument in fear of losing
their jobs due to its implementation and, as a result, failing to act on it / returning employees
to a negative reaction. It should be noted that TQM is productive in an environment where
management is well assisted, workers/employees concentrated on improving quality and
reducing production waste by all parties.

4.0 HOW QUALITY WORKS IN MANUFACTURING

a) Management Responsibility:
Overall a particular organization should keep up a quality administration framework and
consistently improve its viability. The quality management system need to incorporate
reported proclamations of a quality approach and quality targets, a quality manual and
records. Records needed by the quality management will be controlled (Brown, 2006).
Records are an uncommon sort of archive and will be set up and kept up to give proof of
adjustment to prerequisites and of the compelling activity of the quality administration
framework. Records will stay neat, promptly recognizable and retrievable. Top management
shall provide proof of its promise to develop and implement quality management system and
continuously improve the effectiveness by conveying to the association the significance of
meeting client just as legal and administrative necessities. The board will guarantee that client
prerequisites are resolved and are met with the point of improving consumer loyalty. The
board will guarantee that the quality arrangement is proper to the reason for the association, is
explored for proceeding with appropriateness and is conveyed and perceived inside the
association. Quality goals, including those expected to meet item prerequisites are to be set
up for important capacities and levels inside the association. Top management will delegate
an individual from the board who, regardless of different obligations, will have duty and
authority for the quality framework

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b) Product Realization:
The organization need to design and build up the cycles required for product realization. In
arranging item acknowledgment, quality goals and prerequisites for the item will be resolved.
Where item prerequisites are changed, the association will guarantee that important archives
are altered and that applicable staff are made mindful of the changed necessities. The plan
and advancement of item will be controlled. The association will decide the plan and
improvement arranges, the survey, confirmation and approval that are suitable to each stage,
and the obligations and specialists included. Precise surveys of plan and advancement will be
performed per arranged courses of action. The management will guarantee that bought item
adjusts to determined buying prerequisites. Providers will be assessed and chosen dependent
on their capacity to flexibly item as per the association's prerequisites. Buying data will
depict the item to be bought.

c) Measurement, analysis and improvement

The organization will plan and actualize the checking, estimation, examination and
improvement measures expected to exhibit similarity of the item, to guarantee congruity of
the quality management system, and to consistently improve the adequacy of the quality
administration framework. The association will lead interior reviews at arranged spans to
decide if the quality administration framework adjusts to the arranged courses of action. The
organization answerable for the territory being inspected will guarantee that moves are made
immediately to dispense with identified individualities and their causes. Subsequent exercises
will incorporate the check of the activities taken and the detailing of confirmation results.
Reasonable techniques for checking and, where pertinent, estimation of the quality
administration framework measures will be applied. These strategies will exhibit the capacity
of the cycles to accomplish arranged outcomes. At the point when arranged outcomes are not
accomplished, remedial move will be made to guarantee similarity of the item. Item attributes
will be checked and estimated to confirm that item necessities have been met. Item which
doesn't adjust to item necessities is to be recognized and controlled to forestall its unintended
use or conveyance. The controls and related duties and experts for managing nonconforming
item will be characterized in an archived strategy.

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5.0 CONCLUSION

The system of Complete Quality Control has been rotating for decades, with the business
world becoming more dynamic, to stay competitive, organizations/companies have to
maintain a high standard quality of their goods. This involves a total management system tool
that includes all stakeholders to coordinate efforts to achieve customer loyalty and to achieve
substantial changes in development phases and business results.

Organization administrators are obligated to ensure continual changes in the delivery

of company goods and employee efficiency by preparing the method of operation and
supplying inputs and reviewing outputs as they evaluate the performance or adjust their input
processes. It is therefore necessary to observe the dedication of all employees to quality to
achieve customer satisfaction and minimize waste in the organization when implementing the
TQM tool.

While total quality management systems seek to eradicate the company's weaknesses,
several problems affect the implementation of an effective TQM, so it is always necessary for
management to thoroughly evaluate the TQM instrument before it is put to use/implemented
in addition to continuous monitoring and revision to achieve its desired target.

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5.0 REFERENCES

1. A.Brown (2006), Industrial Experience With Total Quality Management, Journal

Total Quality Management, (3), 147-156.
Retrieved From: https://doi.org/10.1080/09544129200000016
2. H.G.Menon (1992), TQM in new product manufacturing, McGraw-Hill.
3. Pheng, L. Oh, & Teo, J. (2004) Complete Quality Control Application in Construction
Firms. Journal of Administration of Architecture, 20.
4. H.W.Chung (2002), Understanding the management of quality assurance in
construction: a practical guide to ISO 9000 for contractors, Routledge, Retrieved
From: https://doi.org/10.4324/9780203015834
5. M.Latha, Total Quality Management, Sasurie College of Engineering, 2015-16
(ODD).
6. Gerald F. Smith (1993) The meaning of quality, Total Quality Management, 4:3, 235-
244, https://doi.org/10.1080/09544129300000038
7. Lucidchart, 8 Total Quality Management Principles to Improve Processes, Retrieved
from: https://www.lucidchart.com/blog/8-total-quality-management-principles
8. J.A.Defeo ,(2019), What Is Total Quality Management?, Retrieved From:
https://www.lib.sfu.ca/help/cite-write/citation-style-guides/apa/websites
9. M.Dudek-Burlikowska. (2015 ). The Concept of Total Quality Management and the
contemporary entrepreneurship in practice. Journal of Achievements in Materials and
Manufacturing Engineering .

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