This document provides an introduction to the basic concepts of quality. It discusses that quality can be defined as customer satisfaction, fitness for use, or degree of excellence. The "Q" lens looks at quality from the perspectives of products, people, processes, and outcomes/results. Customer behavior surveys show that 30% consider quality the decisive factor, while 19% are persuaded by brand name alone and 17% just by price. The quality function involves a spiral of continuous progress. Managing quality involves customer-driven objectives, identification, administration and financial planning, control, and improvement. The document concludes with a discussion of the trilogy of quality and a quality perspective.

1. BASIC CONCEPT OF
QUALITY
PRESENTED BY-
ANWAR MUNJEWAR
M.PHARM(Q.A.T)
ALLANA COLLEGE OF PHARMACY, PUNE

2. CONTENT
• INTRODUCTION – QUALITY
• THE “Q” LENS
• CUSTOMER BEHAVIOUR
• THE QUALITY FUNCTION
• MANAGING OF QUALITY
• QUALITY PERSPECTIVE

3. INDTRODUCTION
WHAT IS QUALITY ?
• Quality is Customer Satisfaction.
• Fitness for Use.
• Degree of Excellence.
Different people use different parameters to define quality,
like;
• Beauty, Freshness, Expensiveness, Goodness, etc.
Therefore, Quality needs to be defined.

4. THE “Q” LENS
Product
Lens Of The
Customer
Lens Of The
Organisation
People
Processes
Outcomes
Benefits
Results

5. CUSTOMER BEHAVIOUR
• According to Surveys :
There are some Factors which influenced the customer:
• 30% consider Quality as a decisive factor to buy (The Brand
Name And Reputation Of A Product).
• 19% were persuaded by just the BRAND name of
manufacturer.
• 17% by the price and only price.
• 14% by the product’s tried and tested features

6. THE QUALITY FUNCTION
Spiral Progress of Quality

7. MANAGING OF QUALITY
Customer Driven Objects
• Need of identification
• Administration
Financial Management
• Financial Planning
• Financial Control
• Financial Improvement

8. TRILOGY OF QUALITY

9. QUALITY PERSPECTIVE

10. THANK YOU !