Quality management
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Quality management

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Quality management Quality management Presentation Transcript

  • “It is the Quality of our work which will please God and not the Quantity.”
  • Architects and Designers
    In search of
    Quality Management
    By Ar. Kiran Gandhi
  • Qualities of a Person!
    What are the distinguishing traits of below leaders?
    How do we define degree of excellence?
    View slide
  • Qualities of a Product!
    What are the “Dimensions” to measure Quality of these pens?
    Q-factor defines how your Product is positioned in the market!
    View slide
  • Qualities of a Service!
    What are the “Dimensions” to measure Quality of Pizza home delivery service?
    Q-factor defines how your Service is positioned in the market!
  • Why Worry About Quality?
    The story of carpenter answers why we should we worry about quality….it’s interesting
    click here to read…. http://coachingtohappiness.com/happiness-book/the-carpenters-story.html
  • We worry about quality because…..
    our life tomorrow will be the result of our attitudes and the choices
    we make today.
  • Customer’s perception of Quality!
    Understand Customer’s currency of Value; Gain insights into Customer’s perception of Quality
    Perception of Quality could differ among Customers from different Social, Economic and Cultural segments.
  • Qualities of an architectural & Engineering design of a Building!
    • Safe
    • Durable
    • Hygienic
    • Affordable
    • Good appearance
    • Social status
    • Easy to build
    • Many more
  • Product Quality Vs Service Quality
    Product Quality
    • Tangible
    • Quality is Specifications Vs Output
    • Customer not involved in production process
    • Bad Product can be recalled
    Service Quality
    • Intangible
    • Quality is Expectations Vs Experience
    • Customer a partner in creating the Service
    • Bad Service cannot be recalled
  • Experience of buying a motorcycle!
    Did you buy or not? , why?
  • 7 Quality standards in Service Industry
  • 7 Quality standards from a Designer’s perspective
  • Let’s have a closer look of each aspect
  • Product
    =
    (Project Design)
    Design brief
    (Requirement analysis, Constraints & Opportunities)
    Consultants
    (Hire the right consultant where needed)
    Co-ordination
    (all parties – clients, consultants, design team)
    Quality standard #1: Product
  • Display
    (Presentation)
    Communication
    (Simple and effective communication
    matured approach)
    Reports
    (Create project reports, track meetings, progress)
    Consultation
    (Research trends, recommend optimal designs, materials)
    Quality standard #2: Display
  • Service
    (Customer Service)
    Listen
    (Listen to clients effectively, Gather requirements)
    Guide
    (Offer guidance, clarify, don’t make fun)
    Experience
    (Offer a pleasant experience, Smile)
    Quality standard #3: Service
  • Assistance
    (Drawings)
    Disambiguation
    (Ensure drawings are clear and free from ambiguity)
    Relevance
    (Ensure information provided is relevant)
    Consistency
    (Ensure Information is consistent across the board)
    Quality standard #4: Assistance
  • Documentation
    (Agreements)
    Adopt right Contract method
    Appoint right Contractor
    Clear Contract agreement
    Quality standard #5: Documentation
  • Periodic supervision
    (Ensure Quality)
    Avoid wastage
    (of Resources)
    Delivery
    (Quality Assurance, Delivery)
    Co-ordination
    (With contractors & suppliers)
    Quality standard #6: Delivery
  • After Sale
    (Quality Assurance, Delivery)
    Post-Construction Analysis
    (As built drawings, Cost estimates)
    Defects and Remedies
    (Maintenance)
    Feedback
    (Summarize experience and feedback)
    Quality standard #7: After Sale
  • How to measure Quality?
    Measure what is measurable
    and
    Make measurable what is not.
    - Galileo
  • Designer’s Quality can be made measurable in terms of…
    No of repeat clients / loyal client-base
    Reputation among suppliers and contractors
    Respect among peer - group
    Admiration from internal staff
    Innovation and custom solution - engineering
    Brand image in the market
    Goodwill balance
  • What is the purpose of measuring Quality?
    Build capability, Gain credibility
    Offer well-tailored solutions to fulfil client’s custom needs and aspirations , in the most optimal way!
  • Quality and Reliability
    Earn reliability; be a trusted Brand
  • Quality and Cost
    Focus on Quality costs extra $$$.
    But empowers you to build strategic, long term relationships based on Trust, Quality, Flexibility & Innovation
  • Quantity Vs Quality
    Which is your pick?
  • Quality and Expectations
    What are your expectations as a Client? And What are your expectations as a Designer?
  • Now , do you know what is Quality ?
    I can say only after I watch video …..
    http://www.youtube.com/watch?v=taXHLFUk5xQ&feature=related
  • Creating Quality-driven Culture!
    People who are passionate about solving problems pro-actively
    Team that is aligned & committed to make customers happy
    Leadership that promotes Quality as Organization’s core principle
    Environment that promotes and rewards Quality output
    Processes that periodically revise Quality benchmarks & scale up delivery
    Management that believes in investing in people development, training
    To create a Quality driven culture here is what you need...
    Team that strives for Quality while keeping Operational costs in control
  • .
    Quality is a standard by which we judge our work and customers judge our work.
    Quality begins at the individual level
    quality is a result of
    competence + consistency + communication
    External quality is client oriented, customer-centric
    Internal quality is process oriented, is an office - standard
    Quality in Service industry is all about creating Reputation and Goodwill
  • Questions?
  •  
    Many times we need to compromise with our standard due to several reasons
    but remember
    No compromise between food, beverages and medicines should be tolerated.
     
     
    Thank You!