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Quality is Free
A.K. Jain Executive Director
Bharat Heavy Electricals Limited, India [email protected]
CUSTOMER SUCCESS
LOVE YOUR CUSTOMER
CUSTOMER DELIGHT
CUSTOMER SATISFACTION
Mantra for Quality
Moving on a Strenuous Highway from New Delhi to Haridwar
• Distance - 200 km • Time - 5 to 6 hour• Location - Midway• Many restaurants • Ready to serve
Quality Level : Customer Satisfaction
Meeting Customer Requirements
Quality Level: Customer Delight
Exceeding Customer Expectations
Quality Level : Customer SuccessMaking Customer Successful in his endeavour Cheetal Grand….
Picturesque ambiance Sprawling lawn, full of
fragrance from blossoming flowers with chirping of colorful birds
Soothing green environment and cleanest rest rooms
greets you with sign board at entrance“We Serve Relaxation”
Love your Customer
Quality Level : Customer Success
Love your Customer Deliver Products Deliver Services
“Serve Relaxation”
Making Customer Successful in his endeavour
QUALITY
Fitness for use
- Juran
QUALITY
Conformance to requirements
- Phil Crossby
QUALITY
Degree to which a set of inherent characteristics fulfils requirements,
expectations and needs
ASPECTS OF QUALITY
1. Product Quality
Customer satisfaction
2. Process Quality
Effectiveness and efficiency
3. Social Quality
Conformity to regulations
PRODUCT QUALITY
• Quality of planning
• Quality of design
• Quality of production
• Quality of after servicing
TYPE OF PRODUCTS
• Contract products
• Market products
Product standards Quality criteria
Contract products Produce by purchaser
Conformance to standards
Market products Produced by supplier
Conformance to requirements
QUALITY
Quality is free- Phil Crossby
GRADE
Category or rank given to entities having the same functional use but different
requirements for quality
QUALITY
Conformance to standards
Conformance to requirements
PROCESS QUALITY
Effectiveness and efficiency of doing things
DO THINGS
RIGHT THE
FIRST TIME
Appeared Latent
Process quality Scrap, rework Low efficiency
Product quality Claim, repair Loss of customer
SOCIAL QUALITY
Effects on society and environment
POTENTIAL QUALITY LOSS
• Unnecessary redundant designs
• Over strict tolerances
• Excessive inventories
• Poor line balancing
• Undeveloped human resources
QUALITY
PRODUCT & SERVICE
PROCESS SOCIAL
Difficulties in Quality Management (1)
The value of quality is judged by
purchasers, not by suppliers.
The New Way1. Designing a product(with appropriate tests).2. Making it and testing it in production line and in
laboratory.3. Putting it on the market.4. Through market research, finding out what users think of it and why non-users have not bought it. 5. Redesign the product, in the light of consumer
reactions to quality and price.
These steps are then repeated. W.E. Deming(1950)
Research Design
Sale Production
Deming Cycle
Difficulties in Quality Management (2)
Suppliers do not obtain
the results of quality directly
Difficulties in Quality Management (3)
Quality is achieved through
the combined activities of
many different elements
Difficulties in Quality Management (4)
Quality problems in mass production cannot be solved by reworking, reprocessing or any other actions directed solely to the results.
Difficulties in Quality Management (5)
Evaluation of effects of quality management become difficult as it has gotten progress.
T H A N K S
MANTRA IS CUSTOMER SUCCESS IS OUR SUCCESS
GRAHAK SAFAL HUM SAFAL