TQM

9 DIMENSIONS OF
Presentation Done By

• Suraj Yellurkar MS111247

• Mahesh Dhawale MS111257
• Rahul Kachwa MS111264
• Sneha Bandarkar MS111283
• Ankita Borade MS111284
• Kavita Deokar MS111286
• Neelam Raste MS111289
What is Quality?

“Quality is the ability of

a product or service
to consistently meet
or exceed
customer expectations”
Effects of poor Quality

• Low customer satisfaction

• Low productivity, sales & profit
• Low morale of workforce
• More re-work, material & labor costs
• High inspection costs
• Delay in shipping
• High repair costs
• Higher inventory costs
• Greater waste of material
 Benefits of Quality
• Higher customer satisfaction
• Reliable products/services
• Better efficiency of operations
• More productivity & profit
• Better morale of work force
• Less wastage costs
• Less Inspection costs
• Improved process
• More market share
• Spread of happiness & prosperity
• Better quality of life for all.
 Dimensions of Quality

• Different for each individual

• Depend upon perception of quality

• Organization should consider all

dimensions while providing product or
delivering service
 Dimen
sions
Safety

Percept Perform
ion ance

Aesthet Featur
ics es

Service Reliabil
ability ity
Durabil Conform
ity ance
Dimension 1: Performance
Performance is often a source of contention between
customers and suppliers, particularly when deliverables are
not adequately defined within specifications.
Example: Durability of batteries, fuel economy of cars, BHP of
an engine, etc.
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Dimension 2: Features
Additional characteristics that enhance the appeal of the
product or service to the user.
Example : Design of seats in a car, look and color refrigerator
Dimension 3: Conformance
conformance with standard, matching with
documentation, being on time , etc
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Dimension 4: Reliability
Reliability may be closely related to performance. For
instance, a product specification may define parameters for
up-time, or acceptable failure rates.
Example : Product- Mean time before failure;
Dimension 5: Durability
Durability is closely related to warranty.
Examples: Product – Ability to repair;
Service – Keeping pace with industry.
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Dimension 6: Serviceability
Convenience and cost of repair and maintenance and is
related to ease in resolving the customer complain
Dimension 7: Aesthetics
How a product looks, feels, sounds, smells, or tastes
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Dimension 8: perceived Quality
Indirect evaluation of quality
Example: Reputation
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Dimension 9: safety
Assurance that customer will not suffer injury or harm
from a product
Example: TATA NANO
 Quality Dimensions Of Service

• Timeliness : Performed in promised period of time

• Courtesy : Performed cheerfully
• Consistency : Giving all customer similar experiences
• Convenience : Accessibility to customers
• Completeness : Fully serviced, as required
• Accuracy : performed correctly each time