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DEFINITION OF CONTROL:
 Control is process employed to meet the standards consistently.
 In this process there is some STANDARDS with whom the actual performs is
compared then accordingly the difference from the standard of the process is
determined and action is taken to maintain the quality with standards.
 Control can be :
 Product control
 Service control
 Process control
 Facilities control
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 Control Involves a Universal sequence of steps. They are as
follows:
 Choose the control subject
 Establish Measurements
 Establish Standard of Performs: Product goals and Process
goals.
 Measures actual performs.
 Compare actual measured performance with standards.
 Take action on the Differences.
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 This sequence of steps of control is applicable for all levels at the
Organization.
 By applying this sequences of steps, the organization or departments gets
the following benefits:
 Their profit is maintained as the process is improved.
 They identifies the opportunity for Improvement, by
analyzing process variation based on Data.
 Due to this the team members come to know their
responsibilities towards the organization or department and
Product.
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MEASUREMENT OF QUALITY
 Measurement is basic for all three operational quality process and strategic
management:
I. For quality control – measurement provides feedback and early
warning of problems
II. For operational quality planning- measurements quantifies
customer needs and product and processes capabilities
III. For quality improvement – measurement can motivate people,
prioritize improvement opportunities and help in diagnosing
causes.
IV. For strategic quality management - measurement provides
input for setting goals and later supplies the data for
performance review.
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 SELF-CONTROL
 Self – control is universal concept, applicable to all level of employs working in
a department or organization
E.g..
 General manager responsible for running a company division at a profit
Plant manager responsible for meeting the various goal set for that plant
Technician running a chemical reactor
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 To be in a state of self-control , people must be provide with
Knowledge of what they are supposed to do
Knowledge of their performance
Means of regulating their performance
 The person who meets the above parameters are said to be in
state of Self-control and therefore they are counted as more
responsible persons.
 However in practice ,these three parameters are not fully meets in
a persons. There are many reasons for that:
E.g.: The person may not be provided with the knowledge and
process adjustment mechanism to correct the process.
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 Or the Feedback data may be insufficient or too late.
 So if the quality problem occurs and the above criteria does not meet than
problem is “management controllable”.
 If the quality problem occurs and the above criteria meets than problem is
“Worker controllable”.
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 DIFFERENCE BETWEEN CLASSIC CONTROL AND SELF-CONTROL
Measurement
Action on the difference
Primary emphasis during
execution
Self- control
Knowledge of performance
Means of regulating process
Primary emphasis before
execution
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Classical control
Standard or goal
Knowledge of what people are
supposed to do

 Classical control and self-control are complementary. An important difference,
however, involves timing. Classical control takes place during the execution of
a task; self-control provides useful criteria for evaluating plans before a task is
executed.
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 UNIT OF MEASURES OF QUALITY
 The unit used to report the value of a control subject called as unit of measure.
E.g. pounds, seconds
 Units of measure for the product and process performance are usually
expressed in technological terms
e. g. fuel efficiency is measured in terms of distance travelled per volume of
fuel.
 Units of measure for product deficiencies usually take the form of a fraction:
Number of occurrence
Opportunity for occurrence
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 THE SENSOR
 The sensor is the means used to make the actual
measurement. Most sensors are designed to provide
information in terms of units of measure. For operational
control subjects, the sensors are usually technological
instruments or human beings employed as instruments (e.g.,
inspectors, auditors); for managerial subjects, the sensors are
data systems.
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 The sensor includes defining how the measurements will be made-how, when,
and who will make the measurements—and the criteria for taking action. This
information can be conveniently summarized in a control spreadsheet
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15
Fig:2 Spreadsheet For Who does What

 REFFERENCES
 Juran Joseph. M, DeFeo Joseph. A, Juran’s quality handbook, the complete guide to
performance excellence, Sixth edition, 2010, published by Tata McGraw hill education Pvt.
Ltd, New Delhi.
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Control of Quality

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