consistency.</li></li></ul><li>Attributes<br /><ul><li>Fitness for use is the ability of a good or service to meet customer needs.
Quality of conformance is the extent to which a process is able to deliver output that confirms to design specifications.
Specifications are targets and tolerances determined by designers of goods and services.
Quality Control means ensuring consistency in processes to achieve conformance.
Service Quality is consistently meeting or exceeding customer expectations</li></li></ul><li>QUALITY GURUS - American<br />JURAN - QUALITY TRILOGY <br />Quality Planning, Quality Improvement and Control <br />CROSSBY – QUALITY IS FREE <br />Zero defects, Do it right first time, assign money value to non conformance to value<br />W EDWARD DEMING<br />Propounded PLAN-DO-CHECK-ACT<br />
QUALITY GURUS - Japanese<br />SHIGEO SHINGO <br />Introduced Just in time, Zero defect, Single Minute exchange of Die.<br />TAGUCHI - LOSS FUNCTION<br />We should have robust design<br />ISHIKAWA – FATHER OF QUALITY CIRCLE<br />7 Statistical tools – check sheet, histogram, pareto chart, cause and effect, scatter diagram, control charts, graphs.<br />
CORE CONCEPT OF TQM<br />Quality for profit <br />Right first time<br />Acceptable Quality levels<br />Cost of quality <br />Failure Cost costs caused by defective parts, products, or faulty services . Internal -failures discovered during production (e.g. rework, problems, material/product losses, downtime) . External -failures discovered after delivery (e.g. warranty, returned goods, liability claims, penalties) <br />Appraisal Cost costs of activities designed to ensure quality or uncover defects (e.g. in-line inspection, final inspection, field testing, crash test dummies, crumpled cars) <br />Prevention cost costs of preventing defects from occurring (e.g. training, working with vendors, quality control procedures, quality improvement programs, extra attention in design and production) <br />Hidden cost Potential lost sale, scrap not reported, cost of design or software change due to quality reason)<br />