Conformance to specification,
tolerance limits specified
OPERATIONAL
The changing trend...
Inspection Management
CONTINUAL IMPROVEMENT
Plan Do
Performance
Act Check
Assurance
Time
Ma nufactur in g a nd Ser vice
Output : Tangible ; Services-
Intangible
Consumption: Services
consumed as soon as they are
created.
Labour intensive : Services
more
Delivery: Services more time
On Quality in services:
Studies by Technical Assistance Research Programs Inc.
❚ Quality planning
The process for preparing to meet
quality goals
❚ Quality control
The process for meeting quality goals
during operations
❚ Quality improvement
The process for breaking through to
unprecedented levels of performance
Crossby’s philosophy
❚ Quality means conformance to requirements not
elegance
❚ There is no such thing a s a quality problem
❚ There is no such thing as economics of quality – it
is always cheaper to do the job right the first
time
❚ The only performance measurement is the cost of
quality
❚ The only performance standard is “ZERO
DEFECTS”
- more philosophical
- stress on top management thinking
Others………
❚ A V Feigenbaum
-international promotion of quality
ethic, development of TQC, Quality cost
classification
❚ Kaoru Ishikawa
- development of outlines of
Japanese quality strategy, the concept of
CWQC, audit process for Deming
award,Quality Circle, Cause effect
diagram
Defect
PROBLEM
Issue
Complaint
1) Disposition
2) Corrective Action
3) Preventive Action
1) Disposition: Quick fix
eg: Tyre puncture –fixed
enroute
2) Corrective action: Root
cause identified and
corrected
3) Proactive : Potential
causes identified and all
related problems are
addressed
Disposition and Corrective Action are
Reactive measures
- Related to Quality
- Is restricted and is normally done
“ You seem to have done a lot, but still
nothing significant happens”
Signal in advance
eg:Policy decision
Lagging Indicators
eg: Profits