5. Meeting the customer requirement
Excellence in the product or service
that fulfils or exceeds the expectation
of the customer.
Quality is customer satisfaction and
loyalty.
Fitness for use.
6. In manufacturing a measure of
excellence or a state of being free from
defects , deficiencies and significant
variations. It is brought by strict and
consistent commitment to certain
standards customer or user
requirements.
7. Conformance to requirements (Philip
Crosby)
Fitness for purpose or use (Juran)
A predictable degree of uniformity and
dependability, at low cost and suited to
the market (Edward Deming)
Synonymous with customer needs and
expectations (R J Mortiboys)
Meeting the (stated) requirements of
the customer- now and in the future
(Mike Robinson)
8. The totality of features and
characteristics of a product or service
that bears on its ability to satisfy stated
or implied needs
ISO-8402
Degree to which a set of inherent
characteristics fulfills requirement
ISO-9000
9. Transcendent definition : excellence
Product-based definition : quantities of
product attributes
User-based definition : fitness for
intended use , meeting or exceeding
user expectations
Value-based definition : quality vs price
Manufacturing-based definition :
conformance to specifications.
10. Quality is never an accident , it is
always the result of high intention ,
sincere effort , intelligent direction and
skilful execution it represents the wise
choice of many alternatives.
11. Quality deals with :-
Competition
Satisfaction
100% result for the customers
14. During the 20th century , a significant body
of knowledge emerged on achieving
superior quality . Many individual
contributed to the knowledge such as:-
Juran
Deming
Feigenabum
Crosby
Ishikawa
15. J.M. Juran emphasizes the importance of a
balanced approach using managerial ,
statistical and technological concepts of
quality. He recommends an operational
framework of three quality processes,
quality planning , quality control and
quality improvement.
W.Edwards ,which also has a broad view of
quality, which he initially summarized in 14
points aimed at the management of an
organization.
16. A.V. Feigenbaum emphasizes the concept
of total quality control throughout all
function of an organization. Total quality
control really means both planning and
control.
Philip Crosby defines quality as
“conformance to requirements” and stresses
that only performance standard is zero
defects.
Kaoru Ishikawa showed the Japanese how
to integrate the many tools of quality
improvement , particularly the simpler tools
of analysis and problem solving.sss
