Anda di halaman 1dari 26

INTRODUCTION

CODES – eg. Govt. dictates, Industry


Specifics viz., Fire protection act

STANDARDS: Basis for agreement


Case to case basis- agreed with customer
eg. Testing 5 out of 100, instead of 10 out of
100
Mandatory Code + agreement for standards=
Specification

Factory Act – ‘Mother of all codes’


Quality Definitions

AMERICAN NATIONAL STANDARDS


INSTITUTE (ANSI) AND ASQC defined
Q as the

“Totality of features and


characteristics of products or service
that bears on its ability to satisfy
given needs.”
Viewpoints

Transcendent definition: called


relative quality by ANSI/ASQC

Quality is absolute and universally


recognizable

eg. High priced vs. low priced models


– synonymous with superiority or
innate excellence.
- not a useful opnl. Defn.
Product based definition:

differences in quality reflect


differences in quantity of some
product attribute

eg: no. of cylinders in an engine, no.


of stitches in a shirt.
- inexpensive restaurants considered
poor quality by many
User based defn:

“fitness for intended use” – according


to individual wants and needs.

Eg: Wagon R vs. Bolero

Country based – Indian roads vs


American road reqmts.
Manufacturing based definition

Conformance to specification,
tolerance limits specified

“ontime arrival” of flights : time+15min


Value based definition

In terms of costs and prices

HCL brand cloned by local assemblers


– quality and value
Definition of “Quality”

➨ Fitness for purpose or use


➨ Conformance to specified
requirements
➨ The totality of features and
characteristics of a product or service
that bears on its ability to satisfy the
stated and/or implied needs
New Definition of “Quality”

➨ Meeting and anticipating customer’s


requirements, stated or implied
★ At a given time and over a period of time
★ At a price the customer can afford and is
willing to pay
➨ Introducing new and better products
into the market faster than
competitor
➨ Continuously bringing down the cost
of manufacturing
Thus “Quality” is termed as

simply the price of entering the


market and no more
conformance to specification or
competitive edge
and re-defined as
“Value” perceived by the
customers
Customer Delight if Value / Price
is much greater than 1
“Quality” is better defined
as….

Error Free OR Defect Free


performance

“Do the right things right the first


time and every time”

OPERATIONAL
The changing trend...

Six Sigma Quality

Total Quality Management

Quality Assurance Management - ISO 9000

Company wide Quality Control Management

Quality Control Management

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.

• The average company never hears from 96%


of its unhappy customers. For every complaint
received, the company has 26 customers with
problems, 6 of which are serious.

• Of the customers who make a complaint,


more than half will do business again with that
organisation if their complaint is resolved. If the
customer feels that the complaint was resolved
quickly, this figure jumps to 95%

• The average customer who has a problem


will tell 9 or 10 others about it. Customers who
Quality and Productivity
❚ Productivity = Output/Input (Increase Nr.&
Dr. or Dec.Dr. or Inc. Nr.)
Accomplished by:
❙ Improved efficiency: lowered op.costs,
reducing waste.
❙ Improved effectiveness:better decision
making, reducing breakdowns
❙ Achieving higher performance:reducing
accidents,
❙ Better organisational health: employee
morale, satisfaction and cooperation
Quality Management
Philosophies

❚ W Edwards Deming : 14 Principles

❚ Joseph Juran : Quality Control


Handbook

❚ Philip Crosby: Zero Defects, quality


is free
Deming’s 14 Principles
❚ Create a vision and demonstrate commitment
❚ Learn the new philosophy
❚ Understand inspection-passing the buck
❚ Stop making decisions purely on the basis of cost
❚ Improve constantly and forever
❚ Institute training
❚ Institute leadership
❚ Drive out fear
❚ Optimise the efforts of teams
❚ Eliminate exhortations(emphasis on statistical techniques)
❚ Eliminate numerical quotas and MBO
❚ Remove barriers to pride in workmanship
❚ Encourage education and self improvement
❚ Take action
Juran’s Philosophy

❚ 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

Addressed either by:

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”

Preventive Action is Proactive


- TQM is unrestricted
- Usually calls for innovation,investments
etc. Balancing stakeholders.
Leading Indicators

Signal in advance

eg:Policy decision

Lagging Indicators

eg: Profits

Anda mungkin juga menyukai