Quality management Approaches: a Comparative Evaluation of International Standards a) With reference to above statement how will you match

the International Quality standards w.r.t. service organizations and manufacturing? b) Evaluate the alternative options in services, SCM, logistics to improve total quality.

y Quality definition TQM Total quality management or TQM is an integrative philosophy of management for continuously improving the quality of products and processes. [1] y TQM functions on the premise that the quality of products and processes is the responsibility of everyone who is involved with the creation or consumption of the products or services offered by an organization. In other words, TQM capitalizes on the involvement of management, workforce, suppliers, and even customers, in order to meet or exceed customer expectations. The Principles Of TQM are

1- Be Customer focused: Whatever you do for quality improvement, remember that ONLY customers determine the level of quality. Whatever you do to foster quality improvement, training employees, integrating quality into processes management, ONLY customers determine whether your efforts were worthwhile.

2-Insure Total Employee Involvement: You must remove fear from work place, then empower employee... you provide the proper environment. 3- Process Centered: Fundamental part of TQM is to focus on process thinking.

4- Integrated system: All employee must know the business mission and vision. An integrated business system may be modeled by MBNQA or ISO 9000

5- Strategic and systematic approach: Strategic plan must integrate quality as core component.

6- Continual Improvement: Using analytical, quality tools, and creative thinking to become more efficient and effective.

7- Fact Based Decision Making: Decision making must be ONLY on data, not personal or situational thinking.

8- Communication: Communication strategy, method and timeliness must be well defined.

In terms of Service quality it is a focused evaluation that reflects the customer's perception of specific dimensions of service: reliability, responsiveness, assurance, Empathy, tangibles. Satisfaction, on other hand, is more inclusive: it is influenced by perceptions of service quality, product quality, and price as well as situational factors and personal factors Service quality affects customer satisfaction by providing performance (real benefits). Where as In a manufacturing sector, a measure of excellence or a state of being free from defects, deficiencies, and significant variations, brought about by the strict and consistent adherence to measurable and verifiable standards to achieve uniformity of output that satisfies pecific customer or user requirements. ISO 8402-1986 standard defines quality as "the totality of features and characteristics of a product or service that bearsits ability to satisfy stated or implied needs."

Because without high quality product and/or service, there is no reason for the customer to buy from you. Or if they did, they probably would not be satisfied with what they received and would not buy from you again. Quality standards The International Organization for Standardization (ISO) created the Quality Management System (QMS) standards in 1987. They were the ISO 9000:1987 series of standards comprising ISO 9001:1987, ISO 9002:1987 and ISO 9003:1987; which were applicable in different types of industries, based on the type of activity or process: designing, production or service delivery. The standards are reviewed every few years by the International Organization for Standardization. The version in 1994 was called the ISO 9000:1994 series; consisting of the ISO 9001:1994, 9002:1994 and 9003:1994 versions. Quality management Principles Quality management adopts a number of management principles[3] that can be used by top management to guide their organizations towards improved performance. The following eight principles form the basis for the quality management system standard ISO 9001:2008: Customer focus Since the organizations depend on their customers, therefore they should understand current and future customer needs, should meet customer requirements and try to exceed the expectations of customers.[4] An organization attains customer focus when all people in the organization know both the internal and external customers and also what customer requirements must be met to ensure that both the internal and external customers are satisfied.[5] Leadership Leaders of an organization establish unity of purpose and direction of it. They should go for creation and maintenance of such an internal environment, in which people can become fully involved in achieving the organization's quality objective. Involvement of people People at all levels of an organization are the essence of it. Their complete involvement enables their abilities to be used for the benefit of the organization.[4]

Process approach The desired result can be achieved when activities and related resources are managed in an organization as process. System approach to management An organization's effectiveness and efficiency in achieving its quality objectives are contributed by identifying, understanding and managing all interrelated processes as a system.[4] Continual improvement One of the permanent quality objectives of an organization should be the continual improvement of its overall performance.[4] Factual approach to decision making Effective decisions are always based on the data analysis and information.[4] Mutually beneficial supplier relationships Since an organization and its suppliers are interdependent, therefore a mutually beneficial relationship between them increases the ability of both to add value.[4] ISO ISI Difference ISO (International Organization for Standardization) is the world's largest developer and publisher of International Standards. ISO is a network of the national standards institutes of 158 countries, one member per country, with a Central Secretariat in Geneva, Switzerland, that coordinates the system.ISO is a quality management system standard which standardizes and documents the various activities of the organization like purchase, stores, sales, processing, it focuses on customer needs and fulfilling the same hence enhancing the satisfaction levels and laying and implementing the systems for continual improvement. Whereas ISI is Indian Standards Institute which is renamed as Bureau of Indian Standards. ISI mark means the product conforms to respective national product standard the customer has to accept the same. ISI mark is given by BIS. this is a third party guarantee of quality. BIS does certain checks on the product and provides and gives this ISI Certificate 9000 series The ISO 9000 Series is a Family of related, auditable, international standards and supplementary guidelines on quality management and quality assurance. First

published in 1987 (and continually updated) by the International Standards Organization (ISO), these standards are not specific to any industry or product (good or service) but are nearly universally applicable and recognized. Although called 'voluntary,' they are almost mandatoryfor practically all manufacturers and service providers selling to multinationals and large or governmental organizations. To be awarded certification, a firm's operations and internal systems must be verify by independent (third party) and accredited auditors (after an on-site audit) to be in compliance with these standards. To remain certified, the firm must continue to pass the on-site audit conducted at regular intervals (usually every two years). In addition to the gains in productivity, the ISO 9000 certification brings recognition and credibility and provides a structure on which a total quality management (TQM) system can be built. The ISO 9000 series standards have been adopted by some 45 countries and its equivalent standard in the Indian context is the Bureau of Indian Standards' (BIS) 14000 series. In the United States, the series is known as the ANSI/ASQC Q 9000 series. The ISO 9000 series standards provide the requirements to which organisations desirous of certification must conform. What are the ISO standards? Developed by the ISO Technical Committee 176, published in 1987 and updated approximately every five years, the standards comprise five documents whose focus is Quality Assurance Systems. These five documents are: a) ISO 9000 Quality Management and Quality Assurance Standards - Guidelines for selection and use b) ISO 9001 Quality systems - Model for quality assurance in design, production, installation and servicing. This is the most comprehensive standard with 20 clauses. c) ISO 9002 Quality systems - model for quality assurance in production and installation. This standard has 18 clauses.

d) ISO 9003 Quality systems - Model for quality assurance in final inspection and test. Requires conformity with 12 clauses. e) Quality management and quality system elements - Guidelines. Related ISO standards: 10011-1 Guidelines for auditing quality systems, Part1 - Auditing. 10011-2 Guidelines for auditing quality systems, Part 2 - Qualification criteria for auditors. 10011-3 Guidelines for auditing quality systems, Part 3 - Managing audit programmes. 10012-1 Quality assurance requirements for measuring equipment Part 1-Management of measuring equipment. 9000-3 Guidelines for application of ISO 9001 for the development, supply and maintenance of software. 9004-2 Quality management and quality system elements, Part 2 - Guidelines for services. There exists a relationship between the 9001, 9002 and 9003 standards for the 12 and 18 clauses of 9003 and 9002 respectively. These are a subset of the 20 clauses in the 9001 standard. At present, a decision as to which standard applies is up to the unit seeking registration. Accreditation Bodies: Registrars all over the world are required to obtain the authority to audit and recommend registration of a firm from the Accrediting Bodies. Some Accrediting Bodies are: 1. 2. Amercian National Standard Institute - now merged with USA Registrar Accreditation Board (RAB)

3. Road voor de Certificate (RvC) 4. The Dutch Accreditation Council (RVA) 5. French Association Francaise Assurance Qualite (AFAQ) 6. National Accreditation Council for Certification Bodies (NACCB), India 7. SINCERT (Italy) 8. Swedish Board for Accredition & conformity Assessment Sweden (SWEDAC) 9. United Kingdom Accredition Service (UKAS) (formerly known NACCB) 10. Joint Accredition System of Australia & New Zealand (JAS-ANZ) 11. Standards Council of Canada 12. The Japan Accreditation Board for Conformity Assessment, Japan Some famous International registrars include : 1. 2. 3. 4. 5. 6. 7. ABS Quality Evaluations. Inc. American Association for Laboratory Accreditation AT & T Quality Registrar British Standards Institution (BSI) Quality Assurance Bureau Veritas Quality International (BVQI) Canadian General Standards Board Det Norske Veritas Industry (DNV) etc.

y Quality in sectors

y TQM IN service

y TQM in manufacturing y TQM Principles y Quality control in service y Quality control in manufacturing