Quality Management

What is
Quality?
1

Quality Management
In small groups discuss the
questions

What Is Quality?

Quality Management

Quality is consistent conformance

to
customers expectations
(an operations view Slack et al)

Quality Management
Quality is the ability of a product or
service to consistently meet or
exceed
customer expectations.

Meeting customer needs (John

Oakland)
4

Quality Management
Quality is conformance to
requirements
(Philip B. Crosby
1984)
Quality is fitness for use
(Joseph Juran 1986)
Quality of a product or services is its
ability to satisfy the needs and
expectations of the customer
5

Quality Management

The totality of features and

characteristics of a product or
service
that bear on its ability to satisfy
stated or
implied needs ( IS0 8402) (1986)
6

Quality Management
The degree of conformance of all the
relevant features and characteristics of
the product (or service) to all aspects of
a customers needs, limited by the price
and delivery he or she will accept.
(Groocock 1986)

Quality Management
Quality can be;
1.

Qualitative

2.

Quantitative

Quality Management
Quality is based on 5 characteristics

Technological e.g. strength & hardness

Psychological e.g. taste, beauty,
status
Time-oriented e.g. reliability &
maintainability
Contractual e.g. guarantee provisions
Ethics e.g. courtesy, honesty
(Juran 1988)
9

Quality Management
Four Dimensions of quality may be
defined for the production of goods &
services:1.
2.
3.
4.

Quality of design
Quality of conformance
The "abilities"
Field service
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Quality Management
Quality of design

Quality of market research

Quality of concept
Quality of specification

Technology
Quality of
conformance
Fitness
for use

Manpower
Management
Reliability

Availability

Maintainability
Logistical Support
Promptness

Field service

Competence
Integrity

Different Types of Quality

(Juran, Gryna & Bingham, "Quality Control Hand Book"
1988)

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Quality Management
Quality of Design
This takes place before production of the product or
service. It is
usually determined by the market place.
Quality of Conformance
This is producing to the specification
Availability
This has a time dimension
Field Service
This is an intangible and is the provision of "after sales
service"
12

Development of Quality
1924

- Statistical process control

charts
1930 - Tables for acceptance
sampling
1940s - Statistical sampling
techniques
1950s - Quality assurance/TQC
1960s - Zero defects
1970s - Quality assurance in services
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The History of Quality

Guild Halls
- standards (materials, products, practices,
conditions).
Industrialisation
-

supervisors - growing responsibility for

quality - formal quality
inspection.
14

The History of Quality

Post WW1
- sophistication - stats, societies,
standards
(military, civil, international).
Post WW2
- Japanese adopt and adapt quality
methods
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Quality Management
In small groups discuss
- Problems On Your Web Site

16

What can fail on your

site ?

Domain name wrong or not usable

Broken links, broken emails
Server load too many hits on the site
Client side performance down load time
Security isnt working
Content is out of date
Browser incompatibility, HTML doesnt
validate
Interface navigation, link colour
Graphics missing or too large
Scripts dont work - forms, databases
Isnt accessible to those with disabilities
17

What you can test

Functional testing
Compatibility testing
Load/performance testing
Stress testing
Usability testing
Security testing
Integration of unit testing
Link testing
HTML Validation
Reliability testing
Regression testing
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Why have quality?

The Deming Cycle or PDCA

Cycle
PLAN
Plan a change to the process. Predict the
effect this change will have and plan how the
effects will be measured

ACT

DO

Adopt the change as a

permanent modification
to the process, or
abandon it.

Implement the change on

a small scale and measure
the effects

CHECK
Study the results to
learn what effect the
change had, if any.

Cause and Effect Analysis

(Fish-Bone or Ishikawa
Diagrams)
Helps the group to visualise the problem
Encourages divergent thinking but along a logical path
Provides diagram for easy discussion
Based on brainstorming but more visual

Perceptions of Quality

Service Quality Dimensions

Word of
Mouth

Dimension
s of
Service
Quality

Reliability
Responsiven
ess
Assurance
Empathy
Tangibles

Personal
Needs

Past
Experienc
e

Perceived
Service
Quality
Expected
Service

Perceived
Service

ES<PS
Quality
Surprise
ES=PS
Satisfactory
ES>PS
Unacceptabl
e Quality

Service Process Control

Customer
input

Resources

Take
corrective
action
Identify reason
for
nonconformance

Service
process

Service
concept
Customer
output

Monitor
conformance to
requirements

Establish
measure of
performance

What Marketing
suggested

What Management
approved

What Sales delivered

What Customer
Care negotiated

What product
Development designed

What the Customer

wanted

Quality Gap Model

The Customers
Domain Image of
Word of

Previous
experien
ce

mouth
Communicati
ons
Customers'
expectations
concerning a
product or
service

Customers'
own
specification
of quality

Managemen
t's concept
of the
product or
service

product or
service

Gap 4

Perceiv
ed
quality
Is
there
a
gap?
Gap
1

The actual
product or
service

Organisatio
ns
specification
of quality
Gap 2

Customers
'perceptio
ns
concernin
g the
product or
service

The operations

Gap
3

The Gaps
Gap

Action required to ensure high

perceived quality

Main organisational
responsibilities

Gap 1
The customer's
specification
operation gap

Ensure there is consistency between the

internal quality specification of the
product or service and the expectations of
the customer

Marketing
Operations
Product/Service development

Gap 2
The customer's
specificationoperation gap

Ensure the internal specification of

product or service meets its intended
concept or design

Marketing
Operations
Product/Service development

Gap 3
The quality
specification
actual quality
gap

Ensure that the actual product or service

conforms to its internally specified quality
level

Operations

Gap 4
The actual
Quality
communicated
image gap

Ensure that the promises made to

customers concerning the product or
service can in reality

Marketing

Gaps in Service Quality

Word -of-mouth
communications

Personal needs

Past experience

Customer
Expected service

GAP 5
Perceived service

Service delivery (including

pre- and post-contacts)

GAP 1

GAP 3

GAP 4
Translation of perceptions into
service quality specifications

Provider

External communications
to consumers

GAP 2
Management perceptions of
consumer expectations

The Quality Chain