QUALITY:::Quality refers to the ability of a product or service to consistently meet or exceed customer expectations or requirements.
Product quality is often judged on eight dimensions of quality:
Performance
Aesthetics
Special features
Conformance
Reliability
Durability
Perceived quality
Serviceability
Service quality : dimensions of product quality don’t adequately describe the service quality
Convenience
Reliability
Responsiveness
Time
Assurance
Courtesy
Tangibles
Modern Quality Management Gurus
W Edwards Deming : a statistics professor at New York University .
Deming embraced his philosophy and requested his assistance in setting up quality improvement programs.
Deming stressed the need to reduce variation in output which can be accomplished by distinguishing between special causes of variation and common causes of variation
Joseph M Juran : taught manufacturers how to improve quality of their goods.
It is his view that quality begins by knowing what customer wants.
He believes that roughly 80% of quality defects are management controllable.
Consequence of poor quality
Loss of business
Liability
Productivity
Costs
Responsibility for quality
Top management
Design
Procurement
Production /operations
Quality assurance
Packaging and shipping
Marketing and sales
Customer service
Costs of quality
Appraisal costs : relate to inspection ,testing, and other activities to uncover defectives.
Prevention costs : relate to attempts to prevent defects from occurring .The include costs such as planning and administration costs,working with vendors ,training costs.
Failure costs are incurred by defective parts or products or by faulty services.
Quality awards
Bal ridge award: Annual award given by the US government to recognize quality achievements of US companies.
European Quality award : European ward for organizational excellence
Deming prize: Japan’s highly coveted award recognizing successful quality efforts.
Quality Control
Control may be referred to as the comparison of the actual results (finished product) with the predetermined standards and specifications.
According to Alford Beatty,” Quality control may be defined as that industrial management technique or group of techniques by means of which products of uniform acceptable quality are manufactured”.
Objectives of Quality control::
Assess the quality
Take necessary remedial steps
Suggest suitable improvements
Develop quality consciousness
Assess the various techniques
Reduce wastage
Functions of quality control department
Ensure that products of uniform and specified quality should only reach the customer.
Provide process sheet to all related persons
Develop quality awareness
Suggest solutions to various problems encountered during the course of manufacturing.
Importance and advantage of Quality Control
Reduction in costs
Improvement in the morale of employees
Maximum utilization of resources
Increase in sales
Consumer’s satisfaction
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