What's the name for that spongy part of the orange,

and is it good to eat it?

 Chapter 1
Introduction to Quality

P i r z a d a
History

The age of Craftsmanship

Manufactures directly dealing with customers

Development of interchangeable component products

- The Blanc’s muskets

The Early 20th Century

Separation of planning from Execution (Frederick W. Taylor)
Quality by inspection
Quality departments
SQC (Bell Telephone Laboratories- 1920)
Early History

Post War II
Shortage of goods- Quality not a priority

SQC introduced in Japan by Juran and Deming

- 20 years -

Kaizen helps Japan beat West in Quality and

penetrate in Western Markets
Early History

The US Quality Revolution

“If Japan can … Why Can’t We?”

 Government safety regulations

 Consumer Products Safety Commission
 Product-liability judgments
Early History

XEROX
- Leadership Through Quality initiative (David Kearns).

 Defects per 1000 machines reduced by 78%

 Unscheduled maintenance decreased by 40%
 Manufacturing cost dropped by 20%
 Product development tine decreased by 60%
 Overall product quality improved by 93%
 Service response time improved by 27%

Won Malcolm National Baldridge Award 1989

Strong growth in 1990’s !

Watch “The Rise, Fall and Rise of XEROX” in 100 s with … Next Tuesday
 Excellence

From Product Quality to Performance

Excellence

NASA: Excellence award for quality and productivity (1985)

US Congress: Malcolm Baldrige National Quality Award (1987)

President Reagan: Federal Quality Prototype Award (1988)

Florida Power and Light won Deming Prize (1989)

AT&T Won Deming Prize (1994)
Bad Practices
Disappointments and Criticism

Douglas Aircraft

Poor organizational approach

Poor quality strategies
Poor execution of good strategies
Bad Management
Quality

Current and Future Challenges

1. Partnering
2. Learning systems
3. Adaptability and speed of change
4. Environmental Stability
5. Globalization
6. Knowledge Focus
7. Customization and differentiation
8. Shifting Demographies

“Quality is a race without a finish line” ….. David Kearns

Defining Quality

What is Quality?
Defining Quality

Perfection
Consistency
Eliminating waste
Speed of delivery
Compliance with policies and procedure
Providing a good, usable product
Doing it right the first time
Delighting or pleasing costumers
Total customer service and satisfaction
Defining Quality

Judgmental Perspective
Transcendent/ superior (Absolute recognizable)

- Rolex watches, BMW, Lexus

Excellence (Abstract/ subjective)

Defining Quality

Product-Based Perspective
Function of some measurable variables
 No. of knots/sq in
 No. of dots/in
 No. of cylinders in an engine

Mistakenly assumed to be related to price!

Quality

User-Based Perspective

What a customer wants!

Fitness for intended use.

Service conditions, Environment etc.
Defining Quality

Value-Based Perspective

Usefulness or satisfaction Vs price

(Value pricing)

Better performance for comparable price

- internet facilities

What about purchases based on lowest quotations!

Quality

Manufacturing-Based Perspective

Conformance to specifications (measurable)

- targets, tolerances,
- dimensions, taste, experience
Quality

Integrating Perspectives on Quality

Do designer, manufacturers, service provider,

distributors and customer have same perspective?
Quality

Costumer Driven Quality

Quality is meeting or exceeding customer expectations

Customers, Consumers and Suppliers

 Internal Customers
 External Customers

“Our costumers are intelligent: they expect us continuously

evolve to meet their ever-changing needs. They can’t afford to
have a thousand mediocre suppliers in today’s competitive
environment. They want a few exceptional ones”
CEO Fujitsu
Quality

Total Quality Control

- Total System approach

Total quality is a people-focused management system that aims at

continual increase in costumer satisfaction at continual lower real
cost.

Horizontally and vertically integrated approach stressing learning

and adaptation to continual change. Unyielding and continually
improving effort.
Total Quality

Principles of Total Quality

1. Customer & stakeholder focus.
2. Everyone's participation
3. Continual improvement and learning
Total Quality

Customer & Stakeholder Focus

Beyond merely meeting specifications
Delighting the customer
External costumers are important
Internal customers are equally important
Knowledge, skills, creativity are key to success.
Motivation, recognition of employees.
Total Quality

Participation and teamwork

Empowerment
Freedom and encouragement to make decisions

Horizontal coordination

Involvement in solving systemic problems

(Cross functional boundaries)
Total Quality

Process Focus and Continual Improvement

1. Enhancing value through improved products

2. Reducing defects, wastes etc.
3. Increasing productivity and effectiveness
4. Improving responsiveness

Improvement depends on learning.

1. Planning
2. Execution
3. Assessment of progress
4. Revision of plans
Quality

Quality and Competitive Advantage

- Ability to achieve market superiority

Characteristics
1. Customer need driven
2. Contributes to success of the business
3. Matches companies unique opportunities
4. Difficult to copy
5. Potential of further improvement
6. Provides direction and motivation to organization

Product quality provides profitability due to larger market

share and premium prices.
Quality in Pakistan

Where do we stand?
 Banain len jaande oo
banain le ke aund eoo
paande oo te paindi ni
pai jaye te lehandi ni
pai jaye te lehandi ni
leh jaye te duji vaari paun jogi rehandi ni..
ANWAR MASOOD de BANAIN

baniyan mai deyanga

paogey te pai jaye
lahogey te leh jaye
leh jaye te dujji vaari paun jogi reh jaye..

baniyan meri wadiya

baniyan meri top di

waddeya nu poori ave

nikkeya de naap di
cheez hove asli
te muhoo paye boldi
dhup naalo gori lagge
rassi utte doldi

jine ware( years) chaho

tusi es nu handha lao
fer bhawein bacheya da
jhaangiya bana lao...

Watch “Quality Features of ‘Masood Anwar de Banian’ in 100 s with … Next Tuesday
 Home Work No. 1

Due next Tuesday

Paper copy/e-copy (for DL students)

Write salient features of total quality management (TQM).

(point wise)

References

Paper and e-references must be cited.

 It's called the pith. It has some anti-cancer properties and
antioxidants actually, so it is very good for you. In fact, the
white pith contains the highest amount of bioflavonoids (an
antioxidant), and vitamin C of the whole orange. Also there's
some great fiber in it.