WORLD CLASS QUALITY MANAGEMENT

Group :Alpha Alina Aswathy G Renjith RP Sneha Elizebath Thomas

QUALITY
Q : Quest for excellence U: Understanding customers need A : Action to achieve customers appreciation L : Leadership I : Involving all people T : Team spirit to work for a common goal and Y: Yardstick to measure progress

QUALITY DEFINITIONS
The totality of characteristics of an entity that bear upon its ability to satisfy the stated and unstated needs of the customer (ISO 8402)

Conformance to requirements (Crosby)

Fitness for use (Juran)

IMPORTANCE OF QUALITY
Quality is one of the four key objectives in operations management along with cost, flexibility and delivery of goods and services. Quality of goods and services can provide an organisation with competitive edge. Reduces cost due to product returns, rework and scrap Increases productivity , profits

 Importantly, good quality generates satisfied customers. The importance of quality can be stated in the following sentences No Quality , No Sales. No Sales , No Profit. No Profit , No Jobs.

3 LEVELS

The organisational level

The process level

The performer/ job level

Organisational level
Which products and services meet your expectations? Which do not? What products or services do you need that you are not receiving?

Process Level
What products or services are most important to the external customers? What processes produce those products and services? What are the key inputs to the process?

 Performer level

Sometimes called the job level or the task level, standards for output must be based on quality and customer service requirements that originate at the organisational and the process level.

Determinants of Quality
Quality of Design It is determined before the product is produced. Quality capability of production processes Must have the capability of producing products with attributes wanted by customers

 Quality of conformance Making sure a product or service is produced according to design Quality of customer service All contacts between customers and companies must be managed

Organisation quality culture

OTHER ASPECTS OF QUALITY

Availability Continuity of service to the customer. It is also a combination of reliability and maintainability. Reliability Length of time that a product can be used before it fails. Maintainability Refers to the restoration of a product or service once it has failed.