2. Quality Management
Quality management may be defined as a creating an
organizational culture committed to the continuous
improvement of skills , teamwork, processes, and
product - service quality and customer satisfaction.
3. Three Components of Quality
Management.
Quality
Control
Quality
Assurance
Quality
Improvement
4. Quality Control
It is the operational techniques and activities used to
fulfill requirements for quality.
5. Quality assurance.
It refers to all the planned and systematic activities
implemented within the quality system that can be
demonstrated to provide confidence that a product or
service will fulfill requirements for quality.
6. Quality improvement .
It refers to anything that enhances an organizations
ability to meet quality requirements.it covers product
improvement, process improvement and people based
improvement.
7. Quality Characteristics of Goods
and Services.
Performance: How will the product or service perform and
meet the customers intended use . E.g.. The speed of a sports car.
Features: The special characteristics that appeal to customers
intended use. E.g.. The power steering of an automobile.
Serviceability: the speed, cost and convenience of repairs and
maintenance. Higher the serviceability better will be the quality
of the product.
Appearance : the effect or human senses, the look, feel, taste,
smell or sound .
Customer service: the treatment recived by customers before
, during and after the sale.
Safety: how will the product protects users before, during and
after use.
