Professional Documents
Culture Documents
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What is Quality ?
Performance to the standard expected by the customer (FedEx) Meeting the customers needs the first and every time (GSA) Providing our customers with products and services that consistently meet their needs and expectations (Boeing) Doing the right thing right the first time, always striving for improvement, and always satisfying the customer (USD)
What is Quality?
QUALITY (Strategic)
Meeting the need of customers
Q-MATCH
Quality = Meets Agreed Terms and Changes
Quality Defined
Fitness for use (Juran) Conformance to specifications (Crosby) Loss to society (Taguchi) Predictable degree of uniformity (Deming) Totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs (ISO: 84021994)
Service Industries
Accuracy Timeliness Completeness Friendliness & courtesy Anticipating customer needs Knowledge of server Appearance of facilities & personnel Reputation
Product features
Efficiency Effectiveness
Innovation
Productivity
Quality
Profit
Attract Cust
Retain Cust
Enhance Relation
Value
Price
Image
Sales Market
Product
Delivery
Attributes
Attributes
Attributes
Attributes
Attributes
Discipline
Finance Industrial Engineering Information technology Marketing research Operation management Operation research Organizational behavior Organizational Effectiveness Strategic planning System engineering Value engineering
Example of contribution
Measuring the cost of poor quality Design of integrated system Measurement, analysis, reporting Competitive standing on quality Management of integrated systems Analyzing product design alternative Understanding quality culture Satisfying the needs of both internal & external Quality as a means of achieving c.a Translating customer needs into p.f Analysis of essential functions needed by customer
QUALITY EVOLUTION
1930 Shewart cycle
1985 Deming/ Crosby/ Juran
Current - Six sigma - Lean management
Future?
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QUESTIONS?
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