Total …… Quality……

Management……

Presentation slides by Dr Anjan Ghosh ….. ……VP-TQM Exide

SXC-Logistics & Supply Chain Management March 2012

Evolution of Quality ( the last 100 years ) :-

• ----> 1900 Person dependent . Carpenter , potter . • 1900 - 1920 Inspection . Accept / Reject . Not doing much for prevention • 1920 - 1940 Statistical Quality / Process Control . Study process variation • 1940 - 1950 SQC + Process Improvements . Technology . Layout . Methods • 1950 - 1960 Process Design & Planning . Prevention as a concept • 1960 - 1970 People Involvement . Quality Circles . Suggestion Box • 1970 - 1980 Customer Focus . Concept of Total Quality . ALL contribute • 1980 - 1990 Quality System Model ISO-9000 . • 1990 - 2000 Business Process Re-engineering , TPM , Empowerment .

Supplier involvement . Business Balanced Scorecard Environmental System Model ISO-14000 . Models for Business Excellence

• 2000-2005 Consumerism . User-friendliness . Hi-Tech / Hi-Touch . Service . Delivery . Cost . Safety . Performance to Price ratio . Ecology . Recycling . Design for Disassembly . Customer loyalty . Global Products & Services . Dynamic benchmarking . Focus on non-financial indicators . TQM as a business strategy .

• 2005 -2010 CSR , Ethics , Corporate Governance , Big Q..

• 2010 - ????Slides by : Anjan Ghosh

What is Quality ?

• long life , durability • reliability • fitness for use • zero defects • performance as per specs •

Genichi Taguchi’s definition of Quality

• loss to society - more the loss , less the quality

The Japanese Bullet Train is considered to be an example of excellent Quality . But according to the Taguchi Loss Function it may not be so as there are many losses to society such as farmland depletion , high cost , high energy need etc

Slides by : Anjan Ghosh