1. Quality dimensions

2. Presentation made by Sameer Omles 3. Introduction Quality means quality of delivering the products, is demonstrated work content, quality of service, quality of process, quality of systems, quality of delivery, quality of people; including workers , engineers, managers, and executives, and indeed the quality of entire organizations. Quality can be expressed as a ratio: Quality= -P E Where: P=performance And Results E=expectations Of Consumers 4. Quality Degree to which the outputs (products and services) from the system conform to requirements or meet customer expectations. The focus is on quality attributes (e.g., conformance, performance, convenience, responsiveness, perceived quality.) 5. Meaning of Quality: Consumers Perspective Fitness for use how well product or service does what it is supposed to Quality of design designing quality characteristics into a product or service A Mercedes and a Ford are equally fit for use, but with different design dimensions 6. Definitions of Garvin's 1. Transcendent Definition Quality is something that is intuitively understood but nearly impossible to communicate such as beauty or love. 2. Product-Based Definition Quality is found in the components and attributes of a product. 3. User-Based Definition If the customer is satisfied, the product has good quality. 7. Definitions of Garvin's 4. Manufacturing-Based Definition If the product conforms to design specifications, it has good quality. 5. Value-Based Definition If the product is perceived as providing good value for the price, it has good quality. 8. The Quality Gurus Edward Deming 1900-1993 1986 Quality is uniformity and dependability Focus on SPC and statistical tools 14 Points for management PDCA method 9. The Quality Gurus Joseph Juran 1904 - 20081951 Quality is fitness for use Pareto Principle Cost of Quality General management approach as well as statistics 10. Quality Gurus & their contributions Quality Guru Main Contribution Walter A. Shewhart -contributed to understanding of process variability -developed concept of statistical charts W. Edwards Deming -stressed managements responsibility for quality -developed 14 points to guide companies in quality improvement Joseph M. Juran -defined quality as fitness for use -developed concept of cost quality Armand V. Feigenbaum -introduced concept of total quality control Philip B. Crosby -coined phrase quality is free -introduced concept of zero defects Kaoru Ishikawa -developed cause-and-effect diagrams -identified concept internal customer Genichi Taguchi -focused on product design quality -developed Taguchi loss function 11. Basic Characteristics Quality Design Conformance Performance 12. Features of quality Quality by design Quality of design Quality of conformance to requirement Quality of performance Quality of service 13. Q U A L I Y T QUEST FOR EXCELLENCE UNDERSTANDING CUSTOMER NEEDS ACTION TO ACHIEVE CUSTOMERSAPPRECIATION LEADING IN COMPETION INVOLVING ALL PEOPLE TEAMWORK FOR COMMON GOAL;S YARDSTICKS TO MEASURES PROGRESS Quality stands for.. 14. Small q and Big Q Small q focusing primarily on product quality had given way to the big Q going well beyond by addressing several related issues, including high degree of focus on process quality. Big Q Covers not only covers the quality of products but also the process, system, delivery, documentation, and in facts every single aspects of commitment to the customer. 15. Garvins Product Quality Dimensions 1. Performance 2. Features 3. Reliability 4. Conformance 5. Durability 6. Serviceability 7. Aesthetics 8. Perceived Quality 16. Garvins Product Quality Dimensions The eight dimensions of product quality according to Garvin: 1. Performance or the primary operating characteristics of a product or service. Example: for a car: it is speed and acceleration. For a restaurant: it is good food. 2. Features or the secondary characteristics of a product or service. Example: for a restaurant: it is linen tablecloths and napkins. 3. Conformance or the match with specifications or pre established standards. Example: for a part: it is whether this part is the right size. For a restaurant: it is whether the meat is cooked according to your request (e.g. "medium rare"). 17. Garvins Product Quality Dimensions 4. Durability or product life. Example: for a light bulb: it is how long it works before the filament burns out. 5. Reliability or the frequency with which a product or service fails. Example: for a car: it is how often it needs repair. For an airline: it is how often flights depart on schedule. 6. Serviceability or the speed, courtesy and competence of repair. Example: for a car: it is how quickly and easily it can be repaired and how long it stays repaired. For a mail order house: it is the speed and courtesy with which an overcharge is corrected. 18. Garvins Product Quality Dimensions 7. Appearance . Reliability or the frequency with which a product or service fails. / aesthetics or fits and finishes. Example: for a product or service: it is its look, feel, sound, taste or smell. 8. Image / perceived quality or reputation. Example: for a product or service: it is the positive or negative feelings people attach to any new offerings, based on their past experiences with the company. 19. Service Quality Service quality is even more difficult to define than product quality. This often results from wide variation created by high customer involvement. The example is fountain pen and food service. 20. Service Quality Dimensions Quality Dimensions 1. Tangibles 2. Service Reliability 6. Availability 7. Professionalism 10. Pleasantness 3. Responsiveness 4. Assurance 5. Empathy 8. Timeliness 9. Completeness 21. Service Quality Dimensions 1. Tangibles Include the physical appearance of the service facility, the equipment, the personnel, and the communication material. 2. Service Reliability Differs from product reliability in that it relates to the ability of the service provider to perform the promised service dependably and accurately. 3. Responsiveness The willingness of the service provider to be helpful and prompt in providing service. 22. Service Quality Dimensions 4. Assurance The knowledge and courtesy of employees and their ability to inspire trust and confidence. 5. Empathy the customer desires caring, individual attention paid to customers by the service firm. There are several other dimensions of service quality ( please see above). It should be noted that service design strives to address these different service dimensions simultaneously. 8. It is not sufficient for a service firm to provide only empathy if responsiveness and service reliability are inadequate 23. The Seven Dimensions of Service Quality # DIMENSION DEFINITION 1. Time & Timeliness Customer waiting time. On-time completion. 2. Completeness Customers get all they ask for. 3. Courtesy Treatment by employees. 4. Consistency Same level of service for all customers. 5. Accessibility & Convenience Ease of obtaining service. 6. Accuracy Performed correctly every time. 7. Responsiveness Reaction to special circumstances or requests. 24 24. The Seven Dimensions of Service Quality Time and Timeliness How long must a customer wait for service, and is it completed on time? Is an overnight package delivered overnight? Completeness Is everything customer asked for provided? Is a mail order from a catalogue company complete when delivered? Courtesy How are customers treated by employees? Are catalogue phone operators nice and are their voices pleasant? 25. Continued Consistency Is the same level of service provided to each customer each time? Is your newspaper delivered on time every morning? Accessibility and convenience How easy is it to obtain service? Does a service representative answer you calls quickly? Accuracy Is the service performed right every time? Is your bank or credit card statement correct every month? Responsiveness How well does the company react to unusual situations? How well is a telephone operator able to respond to a customers questions? 26. Service Process Control Resources Identify reason for nonconformance Establish measure of performance Monitor conformance to requirements Take corrective action Service concept Customer input Customer output Service process 27. Quality Management System 28. Quality Assurance Quality assurance Aims at the following; Organizational focus on customers Focus on product specification Demonstration on product quality Expended scope towards product application Applicability of product result in improvement 29. Quality Assurance Quality assurance has major role in every organizational structure, Developments of plans Carrying outs vendors quality surveys Carrying out product quality audits Review deposition of non conformance products Initiation of customers future needs Coordinating documents control activities Up gradation of inspection and test records 30. Factors affecting quality The common factors affecting quality as follows; Men Materials Machines Manufacturing conditions Manu acting processes employed Capability to invest money Product design After sales service 31. Quality circles Quality circles is a small group of employees, mostly at workers levels. Formed to perform quality control and improvement activates within there work place . These groups work on continuous improvements as a part of company-wide activities. Quality controls circles were formed in Japan in April 1962 primarily to involve workmen in improvement activities and for problem solving in their work areas, as a team. 32. The Typical Structure Of QC 6 5 4 3 2 1 Co- coordinating agency TOP MANAGEMENT STEERING COMMITTEE FACILITATOR LEADER+DY. LEADER MEMBERS NON-MEMBERS 33. Process quality focus Value addition by conversion Men and machines Input Output Raw material Production/ Operation Value added raw materials/ Finished product Process flow in a manufacturing industry 34. Process quality focus Value addition by conversion Input Output customer Production/ Operation Value added customer Process flow in a service industry 35. System quality focus System quality focus encompasses on All activities -impacting total business result of an organization . Process orientation-addressing all key processes affecting product and service quality. Customer focus attention to both the needs and expectation of the customer. Quality oriented result in line with the capability of the process. Continuous improvement- institutionalized across all key organizational activities. 36. Elements of total quality A committed and involved management An unwavering focus on customers Effective involvement process of entire work force Continuous process improvements Treating suppliers as a partners Establishing performance measures Total Quality Is Based On Six Importance Elements