Introduction to Quality. Expanding the quality myth Author: Dr Rhys Rowland-Jones. Session Plan. Different views of quality General definitions of quality Some issues facing the quality profession Views of quality Costs of quality Dimensions of quality.
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Expanding the quality myth
Dr Rhys Rowland-Jones
How would you describe what
Seeking redress directly from
Taking legal action
A complaint to business, private,
or governmental agencies
Stop buying the product or
boycott the seller
Warn friends about the product
and/or sellerExpressing Dissatisfaction
Functionality - how well the product or service does the job for which it was intended.
Appearance - aesthetic appeal, look, feel, sound andsmell of the product or service.
Reliability - consistency of product or service’sperformance over time.
Durability- the total useful life of the product or service.
Recovery - the ease with which problems with the product or service can be rectified or resolved.
Contact- the nature of the person-to-person contacts that take place.
Customer gets correct product or service
Increases customer retention
Quality + Dependability
Quality + Dependability + Speed
Quality + Dependability + Speed + Flexibility
Quality + Dependability + Speed + Flexibility + Cost
The Ferdows and DeMayer Sandcone Model of Operational Improvement:
(FERDOWS & DeMAYER Adapted from Slack et al 2004)
Consider howthe quality characteristics(functionality, reliability, appearance, durability, recovery and contact) relate to your organisation’s main products / services?
Note your answers – now ask someone in your organisation the same question and compare your answers.
Are they similar?
The meaning of Quality
Quality of conformance
Quality of design
Management system to direct and control an organisation with regard to quality
“ISO 9001 specifies the requirements for a quality management system that may be used for internal application by organizations, certification, or contractual purposes.”