This document summarizes a seminar presentation on the definition and introduction to quality. It discusses the evolution of quality from the early 1900s focusing on manpower to modern total quality management programs. Key definitions of quality are provided from experts like Juran, Deming, and Feigenbaum emphasizing meeting customer requirements. Quality dimensions are outlined including performance, reliability, and aesthetics. Advantages like higher customer satisfaction and disadvantages like low productivity are identified. References are listed to support the content.

1. Mahatma Gandhi Vidyamandir’s Pharmacy College,
Panchavati Nashik. 422003
A seminar on
Definition and Introduction To Quality
Presented by-
Ms. Diksha kailas Sonawane
F. Y. M. Pharmacy
Roll no- 43
Under the guidance of –
Mrs. H.R. Patil
Department of Q.A
MGV’s Pharmacy College, Nashik

2. Vision
• “To be a centre of professional excellence by contributing honestly to.
the pharmacist moulding process”
Mission
• Impart high quality education to graduates
• Contribute to all spheres of professional activities
• Uphold human values and ethics
• Nurture them into globally competent professionals
MGV’s Pharmacy College, Nashik

3. Contents
• Introduction
• Evolution of Quality
• Definition of Quality
• Dimentions of Quality
• Advantages of Quality
• Disadvantages of Quality
• References
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4. Introduction
What is quality?
• Meeting the customer requirements and needs now and in future.
• Excellence in the product or service that fulfils or exceeds the
expectation of the customer.
• Quality is customer satisfaction and loyalty.
• Fitness for use.
• Two types of quality are there :
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5. • One is Quality Assurance which is the “prevention of defects”.
• The other is Quality Control which is the “detection of defects”.
• 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.
• Quality deals with :-
1. Competition
2. Satisfaction
3. 100% result for the customers
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6. EVOLUTION OF
QUALITY
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7. Before 1900- Manpower predominance
1900- Supervision
1920-Inspection
1930- Statistical Control
1960- Quality Warranty
1970- Quality Management Programs
1980- Total Quality
1990- Excellence Models
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8. 1920-Inspection
• Industrial Revolution
• mass production
• unit verification
• defective product
• Measurement, comparison and verification activities.
• Focus on the quantity produced
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9. The Bell story
In early 1900s Western Electric Company started
an inspection department to
support Bell operating companies. Through
massive inspection efforts,
it achieved a reputation in the field of quality. So
employees of Western Electric were transferred to
Bell Telephone Laboratories in 1920s. To develop
theories and methods for improving and
maintaining quality
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10. 1930- Statistical Control
• Sampling inspection
• Use of statistical tools.
• First concerns regarding prevention.
• identification of causes for defective products
• Focus on the finished product
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11. 1960 – Quality Warranty
• First quality standards
• Customers’ specifications
• Preventive actions
• System’s approach
• Started the concern about involving everyone in the organization.
• Focus on the manufacturing process.
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12. 1970 – Quality Management Programs
• Evolution from the Quality Warranty phase.
• Integration of quality on global management
• Quality Circles
• Audit
• Quality Circle
• Focus on the work process
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13. 1980 – Total Quality
• Management Principles
• Struggle for improvement
• Adaptation needs
• Change management
• Focus on the organizational process
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14. 1990 onwards – Excellence Models
• Orientation guide.
• Flexible and adaptable instrument
• Self-assessment and continuous improvement models
• Support on the pathway to excellence
• Focus on customer
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15. Current and Future
• Quality is a race without a finish line.
• Future challenges
1. Partnerships, Learning systems
2. Adaptability and speed of change
3. Environmental sustainability
4. Globalization
5. Knowledge Focus
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16. • During the 20th century, a significant body of knowledge emerged on
achieving superior quality. Many individual contributed to the
knowledge such as:-
1. Juran
2. Deming
3. Feigenabun
Definitions of Quality
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17. 4. Crosby
5. Ishikawa
6. Mortiboys
7. Robinson
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18. • “Conformance to specifications” (British Defense Industries Quality
Assurance Panel).
• “Conformance to requirements” (Philip Crosby) . The difficulty with
this is that the requirements may not fully represent what the customer
wants; Crosby treats this as a separate problem.
• Fitness for purpose or use(Juran) - 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.
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19. • Synonymous with customer needs and expectations (RJ Mortiboys)
• Meeting the (stated) requirements of the customer- now and in the
future (Mike Robinson)
• The total composite product and service characteristics of marketing,
engineering, manufacturing and maintenance through which the
product and service in use will meet the expectations by the customer
(Armand Feigenbaun)
• A.V. Feigenbaun emphasizes the concept of total quality control
throughout all function of an organization. Total quality control really
means both planning and control.
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20. Quality Dimensions
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21. • Performance Refers to the efficiency with which a product achieves its
intended purpose.
• Features Attributes of a product that supplement a product’s basic
performance.
• Reliability The propensity for a product to perform consistently over
its useful design life.
• Conformance Numerical dimensions for a product’s performance,
such as capacity, speed, size, durability, color, or the like.
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22. • Durability The degree to which a product tolerates stress or trauma
without failing.
• Serviceability -Ease of repair.
• Aesthetics- Subjective sensory characteristics such as taste, feel,
sound, look, and smell.
• Perceived Quality- Based on customer opinion. Customers imbue
products and services with their understanding of their goodness.
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23. • Higher customer satisfaction
• Reliable products/services
• Better efficiency of operations
• More productivity & profit
• Less wastage costs and More market share
Advantages of Quality
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24. Disdvantages of Quality
• Low customer satisfaction
• Low productivity, sales & profit
• More re-work, material & labour costs
• Greater waste of material
• Low customer acceptance
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25. References
1. Maxwell, R.J., 1992. Dimensions of quality revisited: from
thought to action. Quality in health care, 1(3), p.171.
2. Schroeder, R.G., Linderman, K. and Zhang, D., 2005.
Evolution of quality: first fifty issues of production and
operations management. Production and Operations
Management, 14(4), pp.468-481.
3. https://www.slideshare.net/roshankhetade2/quality-introduction-
for-quality-management-system
4. https://www.slideshare.net/WelingkarDLP/introduction-to-quality
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26. Thank You !!!
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