Quality
It can be defined as degree of customer satisfaction.
Dimensions of quality
Reliability , durability , service availability , performance , aesthetic , same special feature.
Quality characterstics
- Structural characteristics : length , width , height , density , viscosity.
- Sensory characteristics : smell , taste , beauty .
- Time oriented characteristics : warranty , guarantee , reliability , maintainability .
- Ethical characteristics : honesty , courtesy , friendliness.
Quality control
It is a part of quality management which focus on fulfilling the quality requirement.
Quality assurance
It is a part of quality management which focus on providing that quality requirement will fulfil.
Types of quality
It means the intention of designer to include or exclude features in product or services.
eg : manufacturing sector , service sector.
2. Quality of conformance
It means how well the product or services meet the specification determined by designer.
3. Quality of performance
It is associated with the reliability of the product or services performing its intended function under the prescribed set of conditions.
Cost of quality
It is used to measure the impact of quality in any business.
Cost of conformance
It is cost of providing the product or services as per required standard . eg dominos delivery - cycle to bike
Preventive cost
It is cost related to attempt made to prevent the failure. eg:
- Cost of providing training to employ
- Process simplification cost
- Process improvement cost
Appraisal cost
It is cost for activity to assure that no defect are found. eg: inspection cost , auditing cost , checking cost.
Cost of non confirmance
It is a cost associated with a process not operating according to requirement cost occur due to faulty services or defective part.
Intend failure cost
It arises when the result of work failed to meet design standard and are detected before transfer to customer. eg : some corrective action , rework , changes.
External failure cost
It arises when the product is delievred to the customer. eg : warranty cost , cost of investigation of customer complain.
Quality management GURU
A GURU by definition is a good person , wise person and a teacher . A quality guru should have all of these and have concepts and approach towards quality within business that has made measure and lasting impact .
1. Dr. W Edward Deming
"Quality is everyone responsibility"
- Father of quality control
- Father of japenese post war industrial revival
- Deming prize - Highest quality award of japan.
- Deming cycle - it is model or framework of process improvement.
- Deming system of profound knowledge : knowledge of system and theory of optimisation , knowledge of theory and variation , exposure to theory of knowledge , knowledge of psychology.
2. Joseph M Juran
"Quality does not happen by accident "
- Contribution - quality trilogy or juran trilogy.
- Quality trilogy - quality planning , quality cost , quality improvement
3. Philip Crosby
"The fun uncle of quality revolution "
- Contribution- zero defect , quality is free (book written by him) , cost of quality
4. Armand Vallin Feigenbaum
- Contribution - total quality management (TQM)
5. Genichi Taguchi
- Contribution - robust design , taguchi loss function
6. Koarav Ishikawa
Father of "quality circle"
Quality circle
- It is a small group of employee in same work area are doing similar type of job who voluntarily discuss and meet the way of improving product and process .
- It is self development and mutual development of gross root level employee.
- It is human resource development technique .
- It is a problem solving forum
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