Management of Quality
MANAGEMENT OF QUALITY
Quality cannot be ignored; every purchasing decision is based on price and quality
What is Quality?
It’s the ability of a product or service to consistently meet or exceed customer expectations.
Slogans related to quality: * Talk is cheap but recalls are not. * There is nothing is more frustrating than working hard and then knowing that what you did, didn’t work out. * People want to do good job, and we have to enable them.
To meet or exceed customer expectations we should understand it, customer expectations is being divided into eight dimensions customer uses to judge quality: Product Quality dimensions: * Performance * Aesthetics * Special features * Conformance * Reliability * Durability * Perceived quality * Serviceability | Service quality dimensions: * Convenience * Reliability * Responsiveness * Time * Assurance * Courtesy * Tangibles * Consistency |
The Determinants of Quality:
1- Quality of Design: It’s the intention of the designers to include or exclude features in a product or service. Design decisions must take into consideration customer wants (marketing), production capabilities (operation personnel), safety & liability……
2- Quality of conformance: the degree to which goods or services conform to intent of the designers. Affected by equipment capabilities, the skills, the training & motivations of the workers, monitoring the process to assess conformance, corrective action & reduce the variability of the process outputs.
3- Ease of use & user instruction will help to use the product for its intended purpose such a way it will function properly and safely and also it should contains what not to do.
4-Service after delivery, product may not always perform as expected it’s important from the quality standpoint to remedy the situation and whatever to bring the product back to standard.
Responsibility for Quality
All the organization members are
Quality cannot be ignored; every purchasing decision is based on price and quality
What is Quality?
It’s the ability of a product or service to consistently meet or exceed customer expectations.
Slogans related to quality: * Talk is cheap but recalls are not. * There is nothing is more frustrating than working hard and then knowing that what you did, didn’t work out. * People want to do good job, and we have to enable them.
To meet or exceed customer expectations we should understand it, customer expectations is being divided into eight dimensions customer uses to judge quality: Product Quality dimensions: * Performance * Aesthetics * Special features * Conformance * Reliability * Durability * Perceived quality * Serviceability | Service quality dimensions: * Convenience * Reliability * Responsiveness * Time * Assurance * Courtesy * Tangibles * Consistency |
The Determinants of Quality:
1- Quality of Design: It’s the intention of the designers to include or exclude features in a product or service. Design decisions must take into consideration customer wants (marketing), production capabilities (operation personnel), safety & liability……
2- Quality of conformance: the degree to which goods or services conform to intent of the designers. Affected by equipment capabilities, the skills, the training & motivations of the workers, monitoring the process to assess conformance, corrective action & reduce the variability of the process outputs.
3- Ease of use & user instruction will help to use the product for its intended purpose such a way it will function properly and safely and also it should contains what not to do.
4-Service after delivery, product may not always perform as expected it’s important from the quality standpoint to remedy the situation and whatever to bring the product back to standard.
Responsibility for Quality
All the organization members are