Department of Management- PRODUCTION & OPERATIONS MANAGEMENT- QUALITY Two aspects of quality The Quality Gurus – Edward Deming The Quality Gurus – Joseph Juran Quality Management Quality Assurance Quality Control

1. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Affiliated Institution of G.G.S.IP.U, Delhi
BBA (V SEMESTER)
PRODUCTION & OPERATIONS MANAGEMENT
(17305)
By:
Dr. Shaily Saxena
Disclaimer: The content of this presentation is for classroom teaching and learning and not to be used for any other purpose

2. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Quality
Quality can be defined as fitness for intended use or, in other
words, how well the product performs its intended function.

3. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Two aspects of quality
• Features:
More features that meet higher quality
customer needs
• Freedom:
Fewer defects higher quality
from trouble

4. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
The Quality Gurus – Edward Deming
1900-1993
Quality is “uniformity
and dependability”
Focus on Statistical
Process Control and
statistical tools

5. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
The Quality Gurus – Joseph Juran
1904 - 2008
Quality is
“fitness for use”
Cost of Quality

6. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Quality Management
• Deming and Juran outlined the principles of Quality
Management.
• Tai-ichi Ohno applies them in Toyota Motors Corp.
• Japan has its National Quality Award (1951).
• U.S. and European firms begin to implement Quality
Management programs (1980’s).
• U.S. establishes the Malcolm Baldridge National Quality
Award (1987).
• Today, quality is an imperative for any business.

7. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
INPUT
PROCESS
OUTPUT
CONFORMANCE
QUALITY
DESIGN
DESIGN QUALITY
Developing quality specifications

8. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Dimensions of Quality
SERVICEABILIT
Y
APPEARANCE
CUSTOMER
SERVICE
FEATURES DURABILITY
PERFORMANC
E

9. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
1. Prevention costs
2. Appraisal costs
3. Internal failure costs
4. External failure costs
5. Opportunity costs
Costs of Quality

10. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Quality Assurance is a term related to quality
which encompasses the entire system of
policies, procedures and guidelines established
by an organization to achieve and maintain
quality.
Quality Assurance

11. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Quality Control
• A series of predetermined measurements in
order to find out whether or not quality
standards are being met is termed as quality
control.
• It involves taking corrective and preventive
action in order to maintain quality.

12. TRINITY INSTITUTE OF PROFESSIONAL STUDIES
Sector – 9, Dwarka Institutional Area, New Delhi-75
Thank You