Chapter 9: Quality Control and Total Quality Management (TQM)
9.1 Introduction In today's competitive industrial environment, ensuring consistent product and service quality is crucial for survival and growth. Quality Control (QC) and Total Quality Management (TQM) are strategic approaches aimed at maintaining and improving quality across all functions and processes of an organization. 9.2 Quality and Its Dimensions Quality is the degree to which a product or service meets customer expectations. Key dimensions include: Performance Durability Reliability Conformance to standards Aesthetics Serviceability 9.3 Quality Control (QC) Quality Control is the process of identifying defects in products and processes to ensure conformance with specified quality standards. 9.3.1 Objectives of QC Detect and eliminate defects Maintain consistent product quality Reduce waste and rework Improve customer satisfaction Ensure compliance with standards 9.3.2 Tools of QC Control Charts – Monitor pr...