“It is the Quality of our work which will please God and not the Quantity.” <br />
Architects and  Designers<br />In search of <br />Quality Management <br />By Ar. Kiran Gandhi<br />
Qualities of a Person!<br />What are the distinguishing traits of below leaders? <br />How do we define degree of excellen...
Qualities of a Product!<br />What are the “Dimensions” to measure Quality of these pens?<br />Q-factor defines how your Pr...
Qualities of a Service!<br />What are the “Dimensions” to measure Quality of Pizza home delivery service?<br />Q-factor de...
Why Worry About  Quality?<br />The story  of carpenter answers why  we  should we worry about quality….it’s interesting<br...
We worry about quality because…..<br />our life tomorrow will be the result of our attitudes and the choices <br />we make...
Customer’s perception of Quality!<br />Understand Customer’s currency of Value; Gain insights into Customer’s  perception ...
Qualities of an architectural & Engineering design of a Building!<br /><ul><li>Safe
  Durable
  Hygienic
  Affordable
Good appearance
  Social status
  Easy to build
  Many more</li></li></ul><li>Product Quality Vs Service Quality<br />Product Quality <br /><ul><li>Tangible
  Quality is Specifications Vs Output
  Customer not involved in production   process
  Bad Product can be recalled</li></ul>Service Quality <br /><ul><li>  Intangible
  Quality is Expectations Vs Experience
Customer a partner in creating the Service
  Bad Service cannot be recalled</li></li></ul><li>Experience of buying a motorcycle!<br />Did you buy or not? , why? <br />
7 Quality standards in Service Industry<br />
7 Quality standards from a Designer’s perspective<br />
Let’s have  a  closer look of  each aspect <br />
Product<br />=<br />(Project Design)<br />Design brief<br />(Requirement analysis, Constraints & Opportunities)<br />Consu...
Display<br />(Presentation)<br />Communication<br />(Simple and effective communication<br />matured approach)<br />Report...
Service<br />(Customer Service)<br />Listen<br />(Listen to clients effectively, Gather requirements)<br />Guide<br />(Off...
Assistance<br />(Drawings)<br />Disambiguation<br />(Ensure drawings are clear and free from ambiguity)<br />Relevance<br ...
Documentation<br />(Agreements)<br />Adopt right Contract method<br />Appoint right Contractor<br />Clear Contract agreeme...
Periodic supervision<br />(Ensure Quality)<br />Avoid wastage <br />(of Resources)<br />Delivery<br />(Quality Assurance, ...
After Sale<br />(Quality Assurance, Delivery)<br />Post-Construction  Analysis<br />(As built drawings, Cost estimates) <b...
How to measure Quality?<br />Measure what is measurable<br />and<br />Make measurable what is not.<br />- Galileo<br />
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Quality management

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Quality management

  1. 1. “It is the Quality of our work which will please God and not the Quantity.” <br />
  2. 2. Architects and Designers<br />In search of <br />Quality Management <br />By Ar. Kiran Gandhi<br />
  3. 3. Qualities of a Person!<br />What are the distinguishing traits of below leaders? <br />How do we define degree of excellence?<br />
  4. 4. Qualities of a Product!<br />What are the “Dimensions” to measure Quality of these pens?<br />Q-factor defines how your Product is positioned in the market!<br />
  5. 5. Qualities of a Service!<br />What are the “Dimensions” to measure Quality of Pizza home delivery service?<br />Q-factor defines how your Service is positioned in the market!<br />
  6. 6. Why Worry About Quality?<br />The story of carpenter answers why we should we worry about quality….it’s interesting<br />click here to read…. http://coachingtohappiness.com/happiness-book/the-carpenters-story.html<br />
  7. 7. We worry about quality because…..<br />our life tomorrow will be the result of our attitudes and the choices <br />we make today.<br />
  8. 8. Customer’s perception of Quality!<br />Understand Customer’s currency of Value; Gain insights into Customer’s perception of Quality<br />Perception of Quality could differ among Customers from different Social, Economic and Cultural segments.<br />
  9. 9. Qualities of an architectural & Engineering design of a Building!<br /><ul><li>Safe
  10. 10. Durable
  11. 11. Hygienic
  12. 12. Affordable
  13. 13. Good appearance
  14. 14. Social status
  15. 15. Easy to build
  16. 16. Many more</li></li></ul><li>Product Quality Vs Service Quality<br />Product Quality <br /><ul><li>Tangible
  17. 17. Quality is Specifications Vs Output
  18. 18. Customer not involved in production process
  19. 19. Bad Product can be recalled</li></ul>Service Quality <br /><ul><li> Intangible
  20. 20. Quality is Expectations Vs Experience
  21. 21. Customer a partner in creating the Service
  22. 22. Bad Service cannot be recalled</li></li></ul><li>Experience of buying a motorcycle!<br />Did you buy or not? , why? <br />
  23. 23. 7 Quality standards in Service Industry<br />
  24. 24. 7 Quality standards from a Designer’s perspective<br />
  25. 25. Let’s have a closer look of each aspect <br />
  26. 26. Product<br />=<br />(Project Design)<br />Design brief<br />(Requirement analysis, Constraints & Opportunities)<br />Consultants<br />(Hire the right consultant where needed)<br />Co-ordination<br />(all parties – clients, consultants, design team)<br />Quality standard #1: Product<br />
  27. 27. Display<br />(Presentation)<br />Communication<br />(Simple and effective communication<br />matured approach)<br />Reports<br />(Create project reports, track meetings, progress)<br />Consultation<br />(Research trends, recommend optimal designs, materials)<br />Quality standard #2: Display<br />
  28. 28. Service<br />(Customer Service)<br />Listen<br />(Listen to clients effectively, Gather requirements)<br />Guide<br />(Offer guidance, clarify, don’t make fun)<br />Experience<br />(Offer a pleasant experience, Smile)<br />Quality standard #3: Service<br />
  29. 29. Assistance<br />(Drawings)<br />Disambiguation<br />(Ensure drawings are clear and free from ambiguity)<br />Relevance<br />(Ensure information provided is relevant)<br />Consistency<br />(Ensure Information is consistent across the board)<br />Quality standard #4: Assistance<br />
  30. 30. Documentation<br />(Agreements)<br />Adopt right Contract method<br />Appoint right Contractor<br />Clear Contract agreement<br />Quality standard #5: Documentation<br />
  31. 31. Periodic supervision<br />(Ensure Quality)<br />Avoid wastage <br />(of Resources)<br />Delivery<br />(Quality Assurance, Delivery)<br />Co-ordination<br />(With contractors & suppliers)<br />Quality standard #6: Delivery<br />
  32. 32. After Sale<br />(Quality Assurance, Delivery)<br />Post-Construction Analysis<br />(As built drawings, Cost estimates) <br />Defects and Remedies<br />(Maintenance)<br />Feedback<br />(Summarize experience and feedback)<br />Quality standard #7: After Sale<br />
  33. 33. How to measure Quality?<br />Measure what is measurable<br />and<br />Make measurable what is not.<br />- Galileo<br />
  34. 34. Designer’s Quality can be made measurable in terms of…<br />No of repeat clients / loyal client-base<br />Reputation among suppliers and contractors<br />Respect among peer - group<br />Admiration from internal staff<br />Innovation and custom solution - engineering<br />Brand image in the market<br />Goodwill balance<br />
  35. 35. What is the purpose of measuring Quality?<br />Build capability, Gain credibility<br />Offer well-tailored solutions to fulfil client’s custom needs and aspirations , in the most optimal way!<br />
  36. 36. Quality and Reliability<br />Earn reliability; be a trusted Brand<br />
  37. 37. Quality and Cost<br />Focus on Quality costs extra $$$. <br />But empowers you to build strategic, long term relationships based on Trust, Quality, Flexibility & Innovation<br />
  38. 38. Quantity Vs Quality<br />Which is your pick?<br />
  39. 39. Quality and Expectations<br />What are your expectations as a Client? And What are your expectations as a Designer?<br />
  40. 40. Now , do you know what is Quality ?<br />I can say only after I watch video …..<br />http://www.youtube.com/watch?v=taXHLFUk5xQ&feature=related<br />
  41. 41. Creating Quality-driven Culture!<br />People who are passionate about solving problems pro-actively<br />Team that is aligned & committed to make customers happy<br />Leadership that promotes Quality as Organization’s core principle<br />Environment that promotes and rewards Quality output<br />Processes that periodically revise Quality benchmarks & scale up delivery<br />Management that believes in investing in people development, training <br />To create a Quality driven culture here is what you need...<br />Team that strives for Quality while keeping Operational costs in control<br />
  42. 42. .<br />Quality is a standard by which we judge our work and customers judge our work. <br />Quality begins at the individual level <br />quality is a result of <br /> competence + consistency + communication<br />External quality is client oriented, customer-centric<br />Internal quality is process oriented, is an office - standard <br />Quality in Service industry is all about creating Reputation and Goodwill<br />
  43. 43. Questions?<br />
  44. 44.  <br /> Many times we need to compromise with our standard due to several reasons<br /> but remember <br />No compromise between food, beverages and medicines should be tolerated.<br /> <br /> <br />Thank You!<br />

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