Lesson 1

1. Lesson 1 .

2. Introduction To Quality • Quality through familiar to every one,the most important issue is that all sectors has focussed 20-30 years. • As markets have become much more competitive,quality has become a key ingredient for success in today business. • Quality has become a prime focus of business attention because of that impact it has sustained perfomance and customer satisfaction. • The quality movements has been growing throughout the world for many years.

3. In this chapter we shall discuss the basic concept of quality,The elements of total qulity management and the major contributions of quality gurus. • There are two stage of quality levels. (1) Meaning of quality (2) Quality Chain Reaction

4. Meaning of Quality • Quality is a relative term.It is generally used with reference to the end use of the products. • The quality is defined as the fitness for use or purpose at the most economical level. • Quality is a judgment by customers or users of a product or service.Quality is a customer determination,not an engineer’s determination or manager determination.

5. Quality is the extent to which the customer or user believe the products or service to surpasses their need and expectations. • For Example,The customer who purchases an automobile has certain expectations,one of which is that the automobile engine will start when it is turned on.If the engine fails to start the customer expecationwil not have been met;and the customer will perceive the quality of car as poor.

6. Quality does not mean an expensive product it is fitness for use of the customer • Quality improvement results in improved productivity.By eliminating defects,non-value adding activities and rework,the manufacturing lead time is reduced and the resource capacity is increased.Hence the productivity is improved.

7. Quality Chain Reaction • The importance of quality can be understood from its chain reaction. • There are two types of chain reaction: (1) Deming quality chain reaction (2)Japanese quality chain reaction

8. Deming Quality Chain Reaction • Fig 1.1 Market Share Customer Satisfaction prices Quality Costs Productivity Profits

9. The Deming quality chain reaction is depicted in fig 1.1. • The quality improvement results is improved productivity,profits,customersatisfaction,market share and reduced prices and costs

10. Japanese quality Chain Reaction Improve quality • Fig.1.2 Costs decrease due to fewer defects,lessrework,fewer delays and better use of men,machine and materials Improved productivity Capture market with better quality and lower prices

11. Fig1.2 Stay in business Provide more jobs

12. Quality vs Productivity • Relationship between quality and productivity. • There are two views of relationship (1)Outmoded Relationship(old view) (2)Modern view of relationship

13. Outmoded Relationship • (a) Productivity Quality

14. The old view is that the quality and productivity have an inverse relationship • But this view is proved wrong by the modern school through which says productivity increases as quality improves

15. Modern view of relationship • (b) Productivity Quality

16. The improvement of quality/process leads to greater uniformity products;reduces mistakes and reworks;reduces waste of man power,machinetime,materials;increases output with lowered cost

17. Lesson 2 .

18. Need For Quality Management • Reasons for quality becoming a cardinal priority for most organizations • Quality have some types of needs. (1)Competition (2)Changing Customer (3)Changing Product Mix (4)Product Complexity (5)High Levels Of Customer Satisfaction

19. Competition: Today’s market demand high quality products at low cost. Having `high quality’ reputation is not enough! Internal cost of maintaining the reputation should be less. Changing Customer: The new customer is not only commanding priority based on volume but is more demanding about the “quality system.”

20. Changing Product Mix: The shift from low volume, high price to high volume, low price have resulted in a need to reduce the internal cost of poor quality. Product Complexity: As systems have become more complex, the reliability requirements for suppliers of components have become more stringent. High Levels Of Customer Satisfaction: Higher customers expectations are getting spawned by increasing competition.

21. Lesson 3 .

22. Evolution of Quality Management Salvage, sorting, grading, blending, corrective actions, identify sources of non-conformance Inspection (a) Develop quality manual, process performance data, self-inspection, product testing, basic quality planning, use of basic statistics, paperwork control. Quality Control Quality systems development, advanced quality planning, comprehensive quality manuals, use of quality costs, involvement of non-production operations, failure mode and effects analysis, SPC. Quality Assurance Policy deployment, involve supplier & customers, involve all operations, process management, performance measurement, teamwork, employee involvement. TQM

23. Evolution of quality –Means & Focus 1980 1985 1990 1995 2000 1975 (b) TQC/TQM Productivity Quality Total Quality Quality Circle Quality of Work life Employee Involvement Self Directed/Managed Teams Self Directed Teams Employees Empowerment Operation Customers Innovations 23

24. Lesson 4 .

25. Definition Of Quality • The Dictionary lists many definition of quality.A short definition that has recevied wide acceptance is “Quality is customer satisfaction” • An alternative short definition is “Quality is fitness for use” • Broadly defined the term ‘quality’ refers to the ability of a product or service to consistently meet or exceed the customer expectation.In simple terms quality means getting what you pay for.

26. However,quality has been defined in various ways by many authors some of the important definition is given below: Juran:Quality is fitness for use. Crosby:Quality is conformance to requirements. Deming:Quality is a predictable degree of uniformity and dependability at low cost and suited to market.

27. The universally accepted definition of quality which provided by International Organisation for Standardization(ISO)”Quality is the totality of features and characteristics of a product or service,that bear on its ability to satisfy stated and implied needs of the customer” Quality can be quantified as follows: Q=P/E Where, Q=Quality, P=Performance and E=Expectations • If Q greater than 1.0,then the customer has a good feeling about the products and services. • Definition of quality split in to two ways: (1)Definitions of other key words (2)Different views of quality

28. Definitions of other key words • The definition of key word have seven key stages: (1)Product (2)Product Features (3)Customer (4)Stated and implied needs (5)Customer Satisfaction (6)Customer dissatisfaction (7)Deficiencies

29. Product: • A product is the output of any process. • Two categories of product are: (1)Goods (2)Service Goods:Goods are physical things such as cellphone,pentelevition,bike etc. Service:Service is worked performed for someone else.Banking,insurance,transportation,health care industries etc

30. Product Features: • A product feature is a property that is possessed by a product and that is intended to meet certain customer needs and thereby provide customer satisfaction. • Product features refer to the quality of design. • Product features may be technological in nature.Forexample,the fuel consumption of a vehicle,the dimensions of a mechanical component,the viscosity of a chemical,or the uniformity of the voltage of an electric power supply.

31. Customer: • A customer is anyone who receives or is affected by the product or process. Types of customer:Customer may be internal or external • Internal Customer: The customer inside the company are called internal customer. Internal customer are members of the company that produces the product.For example Quality department receives product from manufacturing department so quality department is an internal customer

32. External Customers: The customer outside the company are called external customer. External customer include clients/end user who buy the product

33. Stated and Implied Needs: • Stated Needs: The needs which the customer specifies for procurement of the goods or services. • Implied Needs: The associated function the product is supposed to perfom irrespective of whether they are stated or not • For example the stated need for customer buying a pen may be certain specification and price range.Implied needs the pen should able to write clearly,smoothly till the time the ink gets exhausted.

34. Customer Satisfaction: • Customer satisfaction is a state of affairs in which customer feel that their expectations have been met by the products features

35. Customer Dissatisfaction: • Customer dissatisfaction is a state of affairs in which deficiencies result in customer annoyance,complaints ,claims and so on.

36. Deficiencies: • The product deficiencies is a product failure that result in product dissatisfaction. • Deficiencies refer to quality of conformance.

37. Different views of quality • From the user’s point of views: Quality is an expression of the products/services usefulness in meeting the needs and expectation and its reliability,safety,durability and so on. • From the production point of views: Quality of a products is measured by the quality of its perfomance which depends on the quality of design and the quality of conformance.

38. Lesson 5 .

39. Dimensions Of Quality • Quality has many dimension.The dimensions of quality are nothing but various features/aspects of product or service. • Dimensions of quality has two categories (1)Dimensions of product quality (2)Dimensions of service quality

40. (1)Dimensions of product quality: (1) Performance Reputation Features Aesthetics Product Quality Conformance Responsiveness Reliability Serviceability Durability

41. Performance: • It is the primary operating characteristics of the product. • How well the product perfoms the customer intended • Example,The signal coverage and audio quality of the mobile phone

42. Features: • Features are nothing but the secondary/special characteristics of the product appeal to the customers. • Example,Facebookfacility,camera and music system features

43. Conformance: • Conformance is meeting specification or applicable standards wherever applicable,such as national standards ,international standards and industry standards. • Example,Some blackberry mobile are banned in india as they fail to conform the government regulations.

44. Reliability: • Reliability is the probability of a products surviving over a specified period of time under stated condition of use. • The MTBF(Mean Time Between failures) of a mobile phone canbe specified in number of months

45. Durability: • Durability is the measure of product life or the useful life of the product. • The durability of a low priced mobile phone can be considered as 2 to 3 years

46. Serviceability: • Serviceability is the ability to repair a product quickly and easily. • The resolution of problem and complaints on the products. • Customer prefer the mobile service provider who offer easy,faster and economical service to their mobiles.

47. Responsiveness: • Response also known as customer responsiveness,is a measure of how well the manufacturer of the product is able to adapt to changing need of the customer. • Example Web page

48. Aesthetics: • Aesthetics is the effect on human senses such as look,feel,smell or sound. • The mobile models with slim in size,the flip-flop design,touchscreen,coloured finish attract more customers.

49. Reputation: • Reputation is nothing but the perceived quality. • For example,Nokia,samsung,Sony Ericson etc are considered as branded mobile manufacturers in india. • Airtel,Aircel,bsnl etc are branded as top mobile service provider in india.

50. (2)Dimensions of Service quality: (2) Reliability Responsiveness Other Dimensions Service Quality Assurance Tangibles Empathy