Quality Management Process

1. QUALITY PLANNING is the business management portion of the total quality control effort, responsible
for formulating the policies, procedures, techniques and detailed plans necessary to achieve all quality
control objectives.

Basic objectives of quality planning

1. Maximum use of available quality control effort.

2. Exert maximum influence on the planning of others in an all-out effort to make the control of quality an
inherent part of all company operations.

3. Review the results of the total effort periodically and present it to management.

Quality Manual – contains a procedure for each individual function toward quality control responsibility.

Visible evidence of work in quality planning

1. Inspection plans
2. Documentation system –
a. logbook,- report on discrepancy, configuration, modification, calibration, maintenance, components
and accountability.
b. tab run – computer is being utilized to schedule the many different inspection requirements as well as
to determine the status and results, it also analyze variations and trends in the results of process control
inspections.
3. Quality status reports

Factors of inspection plan

1. Specification requirements for the products

2. Determination of significant characteristics not subject to excessive variation
3. Degree of expectation as to past performance and problem history.

2 Design Process

Three (3) principal aspects of design

a. System design-(quality function deployment) the technical knowledge and background necessary to specify
the complete functional design. It involves relating the customer requirements to product functionality.
b. Parameter design- (design of experiments) used to establish the process parameters which need to be use to
reduce the sensitivity to noise.
c. Tolerance design- (quality loss function)optimize the allowable range for the product or process settings by
identifying the balance between the costs of conformance and non-conformance,

Three (3) basic characteristics of an independent process

a. The process must be in control and capable of producing output.

b. The process must be efficient, has to operate at optimum cost.
c. The process must be adaptable, has to be flexible and adjustable.

3 . Process effectiveness
Methods:
a. Prediction for direct process measurement.
- Defects in process is detectable
b. Prediction from some successful usage.
- Actual use being the ultimate proof
c. Prediction from product conformance to specifications
- Well accepted to machine manufacturing as a traditional method
d. Prediction to measuring process capacity.
- Proportion of output that will be within stated limits.

4. The work process

Categories of Service Industries

• Transportation(all forms)
• Public utilities(communications, energy service, sanitation)
• Marketing(food, apparel, automobile, department store)
• Finance(banks, insurance, investment)
• Real Estate
• Hotel and restaurant
• Media
• Business services(advertising, credit services, computer services)
• Health services(nursing, hospitals, medical laboratories)
• Personal services(amusement, laundry and cleaning, beauty parlor/barber shops)
• Professional services (escort, lawyers, doctors)
• Repair services(garage, appliances, home/house)
• Government(defense, health, education, welfare, municipal services)

Most common problems encountered during the work process.

a. Promises are not kept

b. Customer must contact many people to get solution to their problem
c. Partial services is provided, sometimes incomplete, wrong service is performed., wrong information is
provided.
d. Customers do not understand the service provided.
e. Service is not provided when needed or it take too long to wait
f. Customer is inconvenient with paper works or other matters