Conformance to requirements or specifications Crosby(1979) Quality is fitness for use Juran(1974) Quality of Product or Service is the fitness of that

at product or service for meeting or exceeding its intended use as required by the Customer Totality of features and characteristics of a product or service that can bear on its ability to satisfy stated or implied needs ISO 9000 Hence, Quality is Customer Centric.
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Structural/ Abstract/Sensory Physical characteristics Characteristics eg., Length,Weight,Strength eg., taste,smell, Viscosity,etc. fragrance,beauty, etc. Quality = Perceived Value /Cost

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Old Quality is Technical About Products Led by experts For Inspectors High grade About Control About Specifications

New Quality is Strategic About organisations Led by Management For everyone Appropriate grade About Improvement

About Customer Satisfaction

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Shop floor activity Production engineer Production department Quality Department Engineering domain HR domain Top Management initiative.

Inspection

SQC
Change Mgt 3rd party QA

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Competition Changing Customer Changing Product Mix Product Complexity Higher levels of Customer expectations Consumerism and emergence of Quality Assurance

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PRODUCT FEATURES (increases Perceived Value) Performance Reliability Durability Ease of use Serviceability Esthetics Availability of options and expandability Reputation
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FREEDOM FROM DEFECIENCY (reduces Cost) Product free from defects and errors at delivery, during use,and during servicing Sales, billing and other business processes free of errors

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Service features
(increases Perceived Value)

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Accuracy Timeliness Completeness Friendliness and Courtesy Anticipating customer needs Knowledge of server Esthetics Reputation
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Freedom from Deficiencies (Reduces Cost) Service free of errors during original and future service transactions Sales, billing and other business processes free of errors

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A Defect is a departure of a quality characteristic from its intended level or state that occurs with a severity sufficient to cause an associated product or service not to satisfy intended normal or reasonably foreseeable usage requirementsANSI(American National Standards Institute)

SUITABILITY DURABILITY DEPENDABILITY, RELIABILITY SAFE WORKABILITY AFFORDABILITY APPLICABILITY

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ROI

VariablesCharacteristics that are measurable and are expressed on a numerical scale. Example: Diameter of a bearing expressed in mm., density of liquid in gm/cm3

AttributesCharacteristics that is classified as either conforming or nonconforming to a stipulated specification(it cant be measured on a numerical scale)Example: Smell of a cologne

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Total quality management (TQM) is a management philosophy and strategy designed to involve all members of an organization in the process and responsibility for producing quality products and services. TQM is not a Jargon or Slogan. It is an Umbrella of various quality initiatives . It is a philosophy that bonds together the use of quality improving effects It is an Organizational effort towards Customer Delight
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Quality is never an accident, it is always the result of untiring and intelligent effort. Quality is like a prayer to God, which never comes out without hard work and devotion Quality is everybodys business Quality begins with the cleanliness of the workplace Take care of Quality, Quantity will take care of itself Make it right for first time and every time Quality is achieved through teamwork Document is dependable but not the memory Quality begins and ends with education Quality is the attribute that a customer uses to evaluate a product or service

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Total quality management is an approach to doing business that attempts to maximize the competitiveness of an organization through the continual improvement of the quality of its products, services, people, processes and environments. TQM is umbrella of various quality Initiatives

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TQM consists of continuous improvement activities involving everyone in the organization Managers and Workers in a totally integrated effort toward improving performance at every level.

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Customer External Customers:Consumer,Intermediate processors, Merchants,Govt. regulatory bodies etc. Internal Customers: Co. divisions providing components for assembly,other departments that are effected(eg, purchasing which receives specification from engineering)

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An American automobile company and a Japanese auto company decided to have a competitive boat race on the Detroit River. Both teams practiced hard and long to reach their peak performance. On the big day, they were as ready as they could be. The Japanese team won by a mile.

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The American team became discouraged by the loss and their morale sagged. Corporate management decided that the reason for the crushing defeat had to be found. A Continuous Measurable Improvement Team of "Executives" was set up to investigate the problem and to recommend appropriate corrective action. The team hired a consultant. Their conclusion: The problem was that the Japanese team had 8 people rowing and 1 person steering, whereas the American team had 1 person rowing and 8 people steering. The American Corporate Steering Committee immediately hired a consulting firm to do a Jan 2013 KRR TQM/SESSION1

After some time and billions of dollars, the consulting firm concluded that "too many people were steering and not enough rowing." To prevent losing to the Japanese again next year, the management structure was changed to "4 Steering Managers, 3 Area Steering Managers, and 1 Staff Steering Manager" and a new performance system for the person rowing the boat to give more incentive to work harder and become a six sigma performer. "We must give him empowerment and enrichment." That ought to do it.
The next year the Japanese team won by two miles!!

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The American Corporation laid off the rower for poor performance, sold all of the paddles, cancelled all capital investments for new equipment, halted development of a new canoe, awarded high performance awards to the consulting firm, and distributed the money saved as
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1 Kg (1000 gm) Pack of Nandini Ghee = Rs. 400/To please customer and improper quality control Each pack contains 20 gm extra. 1 Mini Nandini van carries 25 boxes of ghee, with each box= 100 1kg packs. Capacity of van is 26 Boxes. Nandini distributes ghee in Udupi district with 15 vans going in different areas. Loading & Unloading charges = Rs. 30/Box Material charges(container) = Rs. 8/Kg Calculate additional cost due to higher grade.
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