M&M’s Activity • Divide students into groups • Each team gets a package of M&M’s • Evaluate the quality of the product

– Consistency – Weight– Appearance– other findings

M&M’s problems internally• Complaints of not enough green M&M’s• Night managers passing quality checks that

wouldn’t pass with the day shift• Suppliers are not getting shipments on time• M&M’s are melting on one of the lines

because the machine is getting to hot from continual use

• The logo is barely legible on one of the lines making some M&M’s hard to read

M&M’s Review• What did we learn about our product?

• Problems ?

• What parts of the product well done?

What is quality management (QMS)?What does an organization need to fulfill to

obtain QMS?

How can we achieve quality management ?

Have you heard of programs that will help with QMS?

ISO 9000

The International Standard for quality management systems

The Eight Principles: ISO 9000’s Basis1. Customer Focus2. Leadership3. Involvement of people 4. Process Approach5. System Approach to management 6. Continual improvement 7. Factual Approach to Decision Making8. Mutually beneficial supplier relationships

Group activity

How can we make the customer to focus towards our organization?

Customer Focus

Understands the customer’s needs.

Meet the customer’s requirements.

Strive to exceed the customer’s expectations.

Leadership

Establish unity of purpose and organizational direction and provide an environment that promotes employee involvement and achievement of objectives.

Group activity

Do you think the employees should involve in every aspect for the success of an organization? Why?

Involvement of peopleTake advantage of fully involved Employees,

Using all their abilities for the benefit of the organization

Process Approach

Recognize that things accomplished are the results of processes and that processes along with related activities and resources must be managed.

System Approach to Management

The multiple interrelated processes that contribute to the organization’s effectiveness are a system and should be managed as a system.

Group activity

How can we maintain the consistency in an organization?

Continual improvement

Continual improvement should be a permanent objective applied to the organization and to its people, processes, systems, and products.

Group Activity…….

What are the approaches we can take while decision making??

Factual Approach to Decision Making

Decisions must be based on the analysis of accurate, relevant and reliable data and information.

Mutually Beneficial supplier relationships

Both the organization and the supplier benefiting from the other’s resources and knowledge results in value for all.

Group activity

Do you think there is any specific operating principle behind the success of an organization?? What is the principle?

Plan - Do- Check-ActISO 9000’s Operating Principle

• Plan: Establish objectives and develop the plans to achieve them

• Do: Put the plans into action.• Check: Measure the results of the action; that

is, the planned action working, or were the objectives met?

• Act (or Adjust): Learn from the results of the check step, make any necessary changes to the plans, and repeat the cycle.

•Differences????

•Similarities ????

What problems can be fixed using TQS and which can be fixed using ISO 9000?

M&M’s problems internally• Complaints of not enough green M&M’s• Night managers passing quality checks that

wouldn’t pass with the day shift• Suppliers are not getting shipments on time• M&M’s are melting on one of the lines

because the machine is getting to hot from continual use

• The logo is barely legible on one of the lines making some M&M’s hard to read

To chose ISO 9000 or Not Too• To create or improve a quality management

system that will be recognized worldwide? Y or N• To improve company teamwork throughout the

organization? Y or N• To improve product or service quality or

consistency of quality? Y or N• To have more freedom through control? Y or N• To improve competitive posture and customer

satisfaction? Y or N

• In conclusion, the International Standard Organization can be a huge asset to Quality management but is not a expectable replacement. It will however go a long way in showing your prospective customers that you are going the extra mile for their happiness and business.

References

David L. Goetsch and Stanley B. Davis, Quality Management for Organizational Excellence: Introduction to Total Quality (6th edition), Prentice-Hall: NJ, 2010.

http://the9000store.com/ISO-9000-registered-companies.aspx

http://www.brighthubpm.com/monitoring-projects/47485-explaining-total-quality-management-tqm/

http://www.ehow.com/how_7627367_use-mms-teach-quality-management.html

http://www.businessballs.com/dtiresources/quality_management_systems_QMS.pdf

Thank youTHE END