1 Quality Concepts
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Quality Concepts By H.S.Pundle
What is Quality? Quality … you know what it is, yet you don’t know what it is. But that’s self-contradictory. But some things are better than others, that is, they have more quality. But when you try to say what the quality is, apart from the things that have it, it all goes poof! There’s nothing to talk about. ...
What is Quality? Obviously, some things are better than others … but what’s the “betterness”? So round and round you go, spinning mental wheels and nowhere finding anyplace to get traction. What the hell is Quality? What is it? Robert M. Pirsig, Zen and the Art of Motorcycle Maintenance, p. 164
What is Quality?
Dad and son cycle across US Dad has had electro-shock therapy, and keeps recognizing things on the trip Not supposed to remember Realizes needs more help Used to be philosophy prof. Defining “quality” drove him over the edge the first time
What Is Quality?
Quality Concepts
Had you a truly high quality experience on a recent flight, or with your bank, or in supermarket, or with your hospital?
Quality Concepts
During the age of craftsmanship quality was built into the final product by the people who produced it. These themes were lost with the advent of industrial revolution. Production organizations created separate Quality department. This artificial separation of production workers from responsibility for Quality Assurance led to indifference to quality among workers & their managers. Many seniors managers turned their attention to output quantity & efficiency.
Quality Concepts
William Proctor of Proctor & Gamble told it’s employees in 1887 “the first job we have is to turn out quality merchandise that customers will buy & keep on buying. If we produce it efficiently & economically, we will earn a profit in which you will share”. (Productivity, cost, quality).
Quality Concepts
High quality reduces cost due to returns, rework & scrap. Most importantly high quality generates satisfied customers who reward the organization with continued patronage & word of mouth publicity. Building & maintaining quality into organization’s goods & services & more importantly into the infrastructure of the organization is not an easy task.
Quality definition
Related to features & characteristics of product (Maruti 800 vs. Mercedes Benz) Difference in some measurable attributes of the product (Fuel consumption/lit. 25” TV Screen). Fitness for the purpose (SUV Vs Sedan). Conformance to specification. To meet stated & unstated requirement of the customer.
Quality definition
The characteristics of a product or service that bear on its ability to satisfy stated or implied needs. A product or service free from deficiencies. ISO 9000 defines Quality as Degree to which a set of inherent characteristics fulfills the requirement. Can also be termed as a measure of excellence.
Quality of Design
Identification of right product, Selection of appropriate features. Render satisfactory service to the customer at optimal cost. Start with VOC. Meet functional requirement. Give trouble free service (Reliability). Ease of repair (Maintainability). Ability to withstand abuse (Robust or rugged). Price is crucial consideration.
Quality of Design
Preparation of detailed specification (dimensional, performance, material). Economically viable design. Manufacturability at a cost low enough to enable selling product within competitor price. It should be possible to manufacture with the facilities available. Additional investment to be done only if increased sale justifies the same.
Quality of Conformance
Extent to which the product manufactured confirms to the laid down specification & tolerance. Quality Standards:
Lay down quality specifications (Definite & measurable).
Material specification (including heat-treatment). Dimensional specification (tolerances; fits). Performance specification (effort; no. of turns for steering gear). Environmental specification (climate conditions which product must withstand).
What Customer Expects?
Conformance Performance Durability Reliability and Dependability Ease of Use Ease of Repair, Service and Availability Appearance Price Brand Name Interchangeability Features Safety and Environment Friendliness
What Customer Expects? Quality Dimensio n Performa nce Features
Manufactured Product (Stereo Signal toAmplifier) noise ratio. Power. Remote control
Service Product (Bank A/c) Time to process customer request Automatic bill paying
Conforma Workmanship nce
Accuracy
Reliability Mean time to failure
Time variation to process request
Durability Useful life
Keeping pace with industry trend
Serviceab Ease of repair ility
Resolution of error
Aesthetic
Appearance of bank lobby
Oak cabinet
Key Forces Influencing Future of Quality
Partnering
Superior products & services will be delivered through partnering in all forms; including partnering with competitors.
Learning systems. Adaptability & speed of change. Environmental sustainability.
Key Forces Influencing Future of Quality
Globalization. Knowledge focus. Customization & Differentiation.
Customization – Lot size of one. Differentiation – Quality of experience.
Shifting demography.
Age & ethnicity.
Key Forces Influencing Future of Quality
Principals of quality that were new to the organizations have become a common part of routine management practices. Quality is ingrained in the culture of many organizations. Managers & employees need not consciously think about it.
Total Quality (TQ)
TQ is a people focused management system that aims at continual increase in customer satisfaction at continually lower cost. TQ is a total system approach & an integral part of high level strategy. Involves all employees; top to bottom; all functions & departments. Extends backward & forward to include Supply Chain & Customer Chain.
Principals of TQ
Focus on customers (internal & external) & stakeholders. Participation & teamwork by everyone in the organization. Process focus supported by continuous improvement & learning.
Learning Organization
An organization that is continually expanding it’s capacity to create it’s future. For such an organization it is not enough merely to survive. “Survival learning” or “Adaptive learning” is important & indeed it is necessary. But for learning organization “Adoptive learning” must be joined by “Generative learning”. Learning that enhances capacity to create.
Total Quality Practices (DRM)
Continuous Improvement & learning
Customer focus
Participation & teamwork Infrastructure
Tools & techniques (PD)
What is Quality? Quality … you know what it is, yet you don’t know what it is. But that’s self-contradictory. But some things are better than others, that is, they have more quality. But when you try to say what the quality is, apart from the things that have it, it all goes poof! There’s nothing to talk about. ...
What is Quality? Obviously, some things are better than others … but what’s the “betterness”? So round and round you go, spinning mental wheels and nowhere finding anyplace to get traction. What the hell is Quality? What is it? Robert M. Pirsig, Zen and the Art of Motorcycle Maintenance, p. 164
What is Quality?
Dad and son cycle across US Dad has had electro-shock therapy, and keeps recognizing things on the trip Not supposed to remember Realizes needs more help Used to be philosophy prof. Defining “quality” drove him over the edge the first time
What Is Quality?
Quality Concepts
Had you a truly high quality experience on a recent flight, or with your bank, or in supermarket, or with your hospital?
Quality Concepts
During the age of craftsmanship quality was built into the final product by the people who produced it. These themes were lost with the advent of industrial revolution. Production organizations created separate Quality department. This artificial separation of production workers from responsibility for Quality Assurance led to indifference to quality among workers & their managers. Many seniors managers turned their attention to output quantity & efficiency.
Quality Concepts
William Proctor of Proctor & Gamble told it’s employees in 1887 “the first job we have is to turn out quality merchandise that customers will buy & keep on buying. If we produce it efficiently & economically, we will earn a profit in which you will share”. (Productivity, cost, quality).
Quality Concepts
High quality reduces cost due to returns, rework & scrap. Most importantly high quality generates satisfied customers who reward the organization with continued patronage & word of mouth publicity. Building & maintaining quality into organization’s goods & services & more importantly into the infrastructure of the organization is not an easy task.
Quality definition
Related to features & characteristics of product (Maruti 800 vs. Mercedes Benz) Difference in some measurable attributes of the product (Fuel consumption/lit. 25” TV Screen). Fitness for the purpose (SUV Vs Sedan). Conformance to specification. To meet stated & unstated requirement of the customer.
Quality definition
The characteristics of a product or service that bear on its ability to satisfy stated or implied needs. A product or service free from deficiencies. ISO 9000 defines Quality as Degree to which a set of inherent characteristics fulfills the requirement. Can also be termed as a measure of excellence.
Quality of Design
Identification of right product, Selection of appropriate features. Render satisfactory service to the customer at optimal cost. Start with VOC. Meet functional requirement. Give trouble free service (Reliability). Ease of repair (Maintainability). Ability to withstand abuse (Robust or rugged). Price is crucial consideration.
Quality of Design
Preparation of detailed specification (dimensional, performance, material). Economically viable design. Manufacturability at a cost low enough to enable selling product within competitor price. It should be possible to manufacture with the facilities available. Additional investment to be done only if increased sale justifies the same.
Quality of Conformance
Extent to which the product manufactured confirms to the laid down specification & tolerance. Quality Standards:
Lay down quality specifications (Definite & measurable).
Material specification (including heat-treatment). Dimensional specification (tolerances; fits). Performance specification (effort; no. of turns for steering gear). Environmental specification (climate conditions which product must withstand).
What Customer Expects?
Conformance Performance Durability Reliability and Dependability Ease of Use Ease of Repair, Service and Availability Appearance Price Brand Name Interchangeability Features Safety and Environment Friendliness
What Customer Expects? Quality Dimensio n Performa nce Features
Manufactured Product (Stereo Signal toAmplifier) noise ratio. Power. Remote control
Service Product (Bank A/c) Time to process customer request Automatic bill paying
Conforma Workmanship nce
Accuracy
Reliability Mean time to failure
Time variation to process request
Durability Useful life
Keeping pace with industry trend
Serviceab Ease of repair ility
Resolution of error
Aesthetic
Appearance of bank lobby
Oak cabinet
Key Forces Influencing Future of Quality
Partnering
Superior products & services will be delivered through partnering in all forms; including partnering with competitors.
Learning systems. Adaptability & speed of change. Environmental sustainability.
Key Forces Influencing Future of Quality
Globalization. Knowledge focus. Customization & Differentiation.
Customization – Lot size of one. Differentiation – Quality of experience.
Shifting demography.
Age & ethnicity.
Key Forces Influencing Future of Quality
Principals of quality that were new to the organizations have become a common part of routine management practices. Quality is ingrained in the culture of many organizations. Managers & employees need not consciously think about it.
Total Quality (TQ)
TQ is a people focused management system that aims at continual increase in customer satisfaction at continually lower cost. TQ is a total system approach & an integral part of high level strategy. Involves all employees; top to bottom; all functions & departments. Extends backward & forward to include Supply Chain & Customer Chain.
Principals of TQ
Focus on customers (internal & external) & stakeholders. Participation & teamwork by everyone in the organization. Process focus supported by continuous improvement & learning.
Learning Organization
An organization that is continually expanding it’s capacity to create it’s future. For such an organization it is not enough merely to survive. “Survival learning” or “Adaptive learning” is important & indeed it is necessary. But for learning organization “Adoptive learning” must be joined by “Generative learning”. Learning that enhances capacity to create.
Total Quality Practices (DRM)
Continuous Improvement & learning
Customer focus
Participation & teamwork Infrastructure
Tools & techniques (PD)
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