Quality
Table of Contents
Introduction 2 Quality 3 Competitiveness 3 Why Quality Influence Competitiveness 4 Cost of Poor Quality 5 How Poor Quality Affects Competitiveness 5 Causes of Poor Quality 6 Man 6 Material 6 Machine 6 Management 6 Method 6 Environment 6 Case on Quality Failure 7 Quality Guru: Joseph Juran 8 Quality Failure 8 Toyota’s Recalls 8 Toyota’s Response 9 Implementation of Juran’s Teaching in Toyota 9 Quality Improvement 9 Quality Control 10 Methods to Overcome Poor Quality: Purpose and Usefulness 11 PDCA cycle 11 Benchmarking 11 Six Sigma 12 References 13 Appendix 15
Introduction
Customer satisfaction is an important criteria to every successful business. In order to achieve satisfaction, product or service offered must meet or exceed customer’s expectation. Quality of a product or service is the key element for customer satisfaction. However, quality needs a continuous improvement due to the competitiveness among other businesses. Quality guru, Dr. Joseph Juran had introduced 10 Steps to Quality Improvement (refer to Appendix, Diagram 1) to overcome this situation.
Quality
Based on Dr. Joseph Juran in Total Quality Management (2009) he defined quality as “fitness for use in terms of design, conformance, availability, safety, and field use.” In other words, quality consists of product features which met or exceeds the needs of each customer such that it provides product satisfaction. In addition, quality also shows the freedom from deficiencies such as rework, late delivery and design changes. Besides that, Juran also introduced quality improvement and quality control to achieve customer satisfaction through quality.
Competitiveness
Whenever there is a business, there will always be competition unless it is in monopolistic market. Having competitors in any business can convey advantages such as a motivator or a guide for improvement. However, competitors also have the ability to break
Introduction 2 Quality 3 Competitiveness 3 Why Quality Influence Competitiveness 4 Cost of Poor Quality 5 How Poor Quality Affects Competitiveness 5 Causes of Poor Quality 6 Man 6 Material 6 Machine 6 Management 6 Method 6 Environment 6 Case on Quality Failure 7 Quality Guru: Joseph Juran 8 Quality Failure 8 Toyota’s Recalls 8 Toyota’s Response 9 Implementation of Juran’s Teaching in Toyota 9 Quality Improvement 9 Quality Control 10 Methods to Overcome Poor Quality: Purpose and Usefulness 11 PDCA cycle 11 Benchmarking 11 Six Sigma 12 References 13 Appendix 15
Introduction
Customer satisfaction is an important criteria to every successful business. In order to achieve satisfaction, product or service offered must meet or exceed customer’s expectation. Quality of a product or service is the key element for customer satisfaction. However, quality needs a continuous improvement due to the competitiveness among other businesses. Quality guru, Dr. Joseph Juran had introduced 10 Steps to Quality Improvement (refer to Appendix, Diagram 1) to overcome this situation.
Quality
Based on Dr. Joseph Juran in Total Quality Management (2009) he defined quality as “fitness for use in terms of design, conformance, availability, safety, and field use.” In other words, quality consists of product features which met or exceeds the needs of each customer such that it provides product satisfaction. In addition, quality also shows the freedom from deficiencies such as rework, late delivery and design changes. Besides that, Juran also introduced quality improvement and quality control to achieve customer satisfaction through quality.
Competitiveness
Whenever there is a business, there will always be competition unless it is in monopolistic market. Having competitors in any business can convey advantages such as a motivator or a guide for improvement. However, competitors also have the ability to break
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