in this lecture i will discuss the basic concept of quality . it is very important in term of quality management and quality control purpose in any industrial applications.
Service quality and customer satisfaction are integral components of today's customer service world. Both of the attributes are inter-related to each other and combination of which appreciates the efficiency of a process.
Agwu, M. E., Onwuegbuzie, H. N., & Onasanya, A. Y. (2017). Effect of Service Quality on Customer Satisfaction and Organizational Growth. Advances in Social Sciences Research Journal, (425) 115-133. Available at: http://scholarpublishing.org/index.php/ASSRJ/article/view/4014
Service quality and customer satisfaction are integral components of today's customer service world. Both of the attributes are inter-related to each other and combination of which appreciates the efficiency of a process.
Agwu, M. E., Onwuegbuzie, H. N., & Onasanya, A. Y. (2017). Effect of Service Quality on Customer Satisfaction and Organizational Growth. Advances in Social Sciences Research Journal, (425) 115-133. Available at: http://scholarpublishing.org/index.php/ASSRJ/article/view/4014
What is QualityIf you ask ten people to define quality, you pro.docxalanfhall8953
What is Quality?
If you ask ten people to define quality, you probably will get ten definitions.
Product Quality Dimensions
There are several definitions of quality, or quality dimensions. One of the most respected collections of quality dimensions was compiled by David Garvin 1 of the Harvard Business School. Garvin found that most definitions of quality were eithertranscendent, product-based, user-based, manufacturing-based, or value-based. What does each of these terms mean?
1Garvin, D., “What Does ‘Product Quality’ Really Mean?” Sloan Management Review (Fall 1984):25–43.
Transcendent: Quality is something that is intuitively understood but nearly impossible to communicate, such as beauty or love.
Product-based: Quality is found in the components and attributes of a product.
User-based: If the customer is satisfied, the product has good quality.
Manufacturing-based: If the product conforms to design specifications, it has good quality.
Value-based: If the product is perceived as providing good value for the price, it has good quality.
Using these five definitions of quality, Garvin developed a list of eight quality dimensions (see Table 1-1). These dimensions describe product quality specifically in the following paragraphs.
Performance refers to the efficiency with which a product achieves its intended purpose. This might be the return on a mutual fund investment, the fuel efficiency of an automobile, or the acoustic range of a pair of stereo speakers. Generally, better performance is synonymous with better quality.
Features are attributes of a product that supplement the product’s basic performance. These include many of the “bells and whistles” contained in products. A visit to any television or computer retail store will reveal that features, such as surround sound, HDTV capability, plasma, and size, are powerful marketing tools for which customers will pay a premium. A full-line television retail store may carry televisions priced from $200 to $12,000. This range represents a 6,000% price premium for additional features!
Reliability refers to the propensity for a product to perform consistently over its useful design life. A subfield in quality management has emerged, called reliability management, based on the application of probability theory to quality. A product is considered reliable if the chance that it will fail during its designed life is very low. If a refrigerator has a 2% chance of failure in a useful life of 10 years, we say that it is 98% reliable.
Conformance is perhaps the most traditional definition of quality. When a product is designed, certain numeric dimensions for the product’s performance will be established, such as capacity, speed, size, durability, or the like. These numeric product dimensions are referred to as specifications. The number of ounces of pulp allowed in a half-gallon container of “pulp-free” orange juice is one example. Specifications typically are allowed to vary a small amount called a toleran.
The following topics are briefly covered in the powerpoint :
1.TQM Framework, benefits, awareness and obstacles, 2.Quality- Vision, Mission and Policy statements, 3.Customer Focus- Customer perception of quality, 4.Kano Model, 5.Dimensions of product and service quality, 6.Cost of quality. 7. Contributions of Deming, 8.Juran, 9.Crosby, 10.Masaaki Imai, 11.Feigenbaum,12. Ishikawa, 13.Taguchi Loss Function, 14.Concept of Quality circle 15.5S principles 15.8D Methodology
Quality Definition by Joseph Juran, Philip Crosby, William Stevenson, David Bentley, Characteristics of Quality, Performance,Features, Reliability, Conformance, Durability, Serviceability, Aesthetics, Perceived Quality, Quality Control, Statistical Quality control (SQC), Sampling Inspection, Consumer’s Risk, Producer’s risk,
Lecture 3 (quality of design and quality of conformance)RAJ BAIRWA
in this lecture i will discuss the quality of design and quality of conformance concept. it is very important in term of quality management and quality control purpose in any industrial applications.
Lecture 2 (quality methodology and quality control)RAJ BAIRWA
in this lecture i will discuss the quality methodology and quality control concept. it is very important in term of quality management and quality control purpose in any industrial applications.
Hybrid optimization of pumped hydro system and solar- Engr. Abdul-Azeez.pdffxintegritypublishin
Advancements in technology unveil a myriad of electrical and electronic breakthroughs geared towards efficiently harnessing limited resources to meet human energy demands. The optimization of hybrid solar PV panels and pumped hydro energy supply systems plays a pivotal role in utilizing natural resources effectively. This initiative not only benefits humanity but also fosters environmental sustainability. The study investigated the design optimization of these hybrid systems, focusing on understanding solar radiation patterns, identifying geographical influences on solar radiation, formulating a mathematical model for system optimization, and determining the optimal configuration of PV panels and pumped hydro storage. Through a comparative analysis approach and eight weeks of data collection, the study addressed key research questions related to solar radiation patterns and optimal system design. The findings highlighted regions with heightened solar radiation levels, showcasing substantial potential for power generation and emphasizing the system's efficiency. Optimizing system design significantly boosted power generation, promoted renewable energy utilization, and enhanced energy storage capacity. The study underscored the benefits of optimizing hybrid solar PV panels and pumped hydro energy supply systems for sustainable energy usage. Optimizing the design of solar PV panels and pumped hydro energy supply systems as examined across diverse climatic conditions in a developing country, not only enhances power generation but also improves the integration of renewable energy sources and boosts energy storage capacities, particularly beneficial for less economically prosperous regions. Additionally, the study provides valuable insights for advancing energy research in economically viable areas. Recommendations included conducting site-specific assessments, utilizing advanced modeling tools, implementing regular maintenance protocols, and enhancing communication among system components.
Understanding Inductive Bias in Machine LearningSUTEJAS
This presentation explores the concept of inductive bias in machine learning. It explains how algorithms come with built-in assumptions and preferences that guide the learning process. You'll learn about the different types of inductive bias and how they can impact the performance and generalizability of machine learning models.
The presentation also covers the positive and negative aspects of inductive bias, along with strategies for mitigating potential drawbacks. We'll explore examples of how bias manifests in algorithms like neural networks and decision trees.
By understanding inductive bias, you can gain valuable insights into how machine learning models work and make informed decisions when building and deploying them.
Final project report on grocery store management system..pdfKamal Acharya
In today’s fast-changing business environment, it’s extremely important to be able to respond to client needs in the most effective and timely manner. If your customers wish to see your business online and have instant access to your products or services.
Online Grocery Store is an e-commerce website, which retails various grocery products. This project allows viewing various products available enables registered users to purchase desired products instantly using Paytm, UPI payment processor (Instant Pay) and also can place order by using Cash on Delivery (Pay Later) option. This project provides an easy access to Administrators and Managers to view orders placed using Pay Later and Instant Pay options.
In order to develop an e-commerce website, a number of Technologies must be studied and understood. These include multi-tiered architecture, server and client-side scripting techniques, implementation technologies, programming language (such as PHP, HTML, CSS, JavaScript) and MySQL relational databases. This is a project with the objective to develop a basic website where a consumer is provided with a shopping cart website and also to know about the technologies used to develop such a website.
This document will discuss each of the underlying technologies to create and implement an e- commerce website.
Cosmetic shop management system project report.pdfKamal Acharya
Buying new cosmetic products is difficult. It can even be scary for those who have sensitive skin and are prone to skin trouble. The information needed to alleviate this problem is on the back of each product, but it's thought to interpret those ingredient lists unless you have a background in chemistry.
Instead of buying and hoping for the best, we can use data science to help us predict which products may be good fits for us. It includes various function programs to do the above mentioned tasks.
Data file handling has been effectively used in the program.
The automated cosmetic shop management system should deal with the automation of general workflow and administration process of the shop. The main processes of the system focus on customer's request where the system is able to search the most appropriate products and deliver it to the customers. It should help the employees to quickly identify the list of cosmetic product that have reached the minimum quantity and also keep a track of expired date for each cosmetic product. It should help the employees to find the rack number in which the product is placed.It is also Faster and more efficient way.
Hierarchical Digital Twin of a Naval Power SystemKerry Sado
A hierarchical digital twin of a Naval DC power system has been developed and experimentally verified. Similar to other state-of-the-art digital twins, this technology creates a digital replica of the physical system executed in real-time or faster, which can modify hardware controls. However, its advantage stems from distributing computational efforts by utilizing a hierarchical structure composed of lower-level digital twin blocks and a higher-level system digital twin. Each digital twin block is associated with a physical subsystem of the hardware and communicates with a singular system digital twin, which creates a system-level response. By extracting information from each level of the hierarchy, power system controls of the hardware were reconfigured autonomously. This hierarchical digital twin development offers several advantages over other digital twins, particularly in the field of naval power systems. The hierarchical structure allows for greater computational efficiency and scalability while the ability to autonomously reconfigure hardware controls offers increased flexibility and responsiveness. The hierarchical decomposition and models utilized were well aligned with the physical twin, as indicated by the maximum deviations between the developed digital twin hierarchy and the hardware.
Forklift Classes Overview by Intella PartsIntella Parts
Discover the different forklift classes and their specific applications. Learn how to choose the right forklift for your needs to ensure safety, efficiency, and compliance in your operations.
For more technical information, visit our website https://intellaparts.com
NO1 Uk best vashikaran specialist in delhi vashikaran baba near me online vas...Amil Baba Dawood bangali
Contact with Dawood Bhai Just call on +92322-6382012 and we'll help you. We'll solve all your problems within 12 to 24 hours and with 101% guarantee and with astrology systematic. If you want to take any personal or professional advice then also you can call us on +92322-6382012 , ONLINE LOVE PROBLEM & Other all types of Daily Life Problem's.Then CALL or WHATSAPP us on +92322-6382012 and Get all these problems solutions here by Amil Baba DAWOOD BANGALI
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Online aptitude test management system project report.pdfKamal Acharya
The purpose of on-line aptitude test system is to take online test in an efficient manner and no time wasting for checking the paper. The main objective of on-line aptitude test system is to efficiently evaluate the candidate thoroughly through a fully automated system that not only saves lot of time but also gives fast results. For students they give papers according to their convenience and time and there is no need of using extra thing like paper, pen etc. This can be used in educational institutions as well as in corporate world. Can be used anywhere any time as it is a web based application (user Location doesn’t matter). No restriction that examiner has to be present when the candidate takes the test.
Every time when lecturers/professors need to conduct examinations they have to sit down think about the questions and then create a whole new set of questions for each and every exam. In some cases the professor may want to give an open book online exam that is the student can take the exam any time anywhere, but the student might have to answer the questions in a limited time period. The professor may want to change the sequence of questions for every student. The problem that a student has is whenever a date for the exam is declared the student has to take it and there is no way he can take it at some other time. This project will create an interface for the examiner to create and store questions in a repository. It will also create an interface for the student to take examinations at his convenience and the questions and/or exams may be timed. Thereby creating an application which can be used by examiners and examinee’s simultaneously.
Examination System is very useful for Teachers/Professors. As in the teaching profession, you are responsible for writing question papers. In the conventional method, you write the question paper on paper, keep question papers separate from answers and all this information you have to keep in a locker to avoid unauthorized access. Using the Examination System you can create a question paper and everything will be written to a single exam file in encrypted format. You can set the General and Administrator password to avoid unauthorized access to your question paper. Every time you start the examination, the program shuffles all the questions and selects them randomly from the database, which reduces the chances of memorizing the questions.
Literature Review Basics and Understanding Reference Management.pptxDr Ramhari Poudyal
Three-day training on academic research focuses on analytical tools at United Technical College, supported by the University Grant Commission, Nepal. 24-26 May 2024
Industrial Training at Shahjalal Fertilizer Company Limited (SFCL)MdTanvirMahtab2
This presentation is about the working procedure of Shahjalal Fertilizer Company Limited (SFCL). A Govt. owned Company of Bangladesh Chemical Industries Corporation under Ministry of Industries.
Industrial Training at Shahjalal Fertilizer Company Limited (SFCL)
Lecture 1 (quality)
1. LECTURE – 1
QUALITY
By: Raj Kumar Bairwa,
Mechanical Engineering.
Assistant Professor (NPIU),
UD RTU, Kota.
2. Quality
One of the most important decision
factor in selection of products/ services
from competing sets.
Understanding and improving quality
leads to business success, growth and
competitiveness.
Can be defined as possession of one or more
desirable characteristics for a product/ services.
ISO 9000 Definition – a degree to which a set
of inherent characteristics that fulfils a need or
expectation that is stated, generally implied or is
obligatory.
2
3. What is Quality ?
Quality is what quality does.
Any business that can't manage the quality of its
processes and products tends to fall apart.
Quality is critical to sales, cost control, productivity,
risk management and compliance.
As important as quality is, there's little agreement
as to its definition.
The following definitions look at quality from a
management, quality assurance, product,
marketing, manufacturing and economic point
of view.
1. Fit for Purpose : A quality process or product
is fit for its purpose.
2. Conformance to Requirements : A quality
process or product conforms to requirements.
3. Quality Is Cost : A quality product costs more
to produce.
4. Quality is Price : Quality is the price
consumers are willing to pay for a product or
service.
5. Quality is a Standard : Quality is compliance
to best known standards, processes and
specifications.
6. Quality is Value for Performance : Quality is
value for price.
7. Quality is An Experience : Quality is a
satisfying experience.
3
4. THE FOLLOWING ADJECTIVES ARE COMMONLY USED TO DESCRIBE
QUALITY:
1. Usable - A quality website is usable.
2. Aesthetically Pleasing - Quality art is aesthetically pleasing.
3. Functional - A quality business process is functional and
efficient.
4. Secure - A quality mobile device is secure, usable and
aesthetically pleasing.
5. Reliable - A quality car is reliable, safe and fun to drive.
6. Defect (Bug) Free - Quality software is bug free, usable and
reliable.
7. Maintainable - Quality bicycles are easy to maintain.
8. Operable - Quality parachutes are easy to operate, safe and
reliable.
9. Accessible - Quality elevators are accessible, reliable and
safe.
10. Sustainable - Quality energy sources are sustainable.
11. Reusable - Quality packaging is reusable.
12. Stable - Quality tightropes are stable and reliable.
13. Interoperable - Quality memory cards are interoperable
(work in a wide variety of devices).
4
5. THE FOLLOWING ADJECTIVES ARE COMMONLY USED TO DESCRIBE
QUALITY:
14. Credible - Quality news programs are credible and
informative.
15. Available - Quality mobile services always have a signal
(availability).
16. Ethical - Quality medical clinics are professional and ethical.
17. Friendly - Quality service is friendly and diligent.
18. Durable - Quality luggage is durable.
19. Robust - A quality system is robust.
20. Fault Tolerant - Quality aircraft are fault tolerant.
21. Efficient - Quality air conditioners are efficient and reliable.
22. Profitable - Quality businesses are profitable and ethical.
23. Scalable - Quality web platforms are scalable.
5
6. DIMENSIONS OF QUALITY :
• The concept was defined by David A. Garvin. Some of the dimensions are mutually reinforcing, whereas
others are not—improvement in one may be at the expense of others. Understanding the trade-offs desired
by customers among these dimensions can help build a competitive advantage.
• Garvin's eight dimensions can be summarized as follows:
6
7. DIMENSIONS OF QUALITY :
1. Performance: Performance is one of the leading dimensions of quality and most customers judge the
product’s quality based upon performance.
7
For example, if you want a television set, you will be looking for factors like sound, picture clarity, colors,
etc. This is what performance means in the case of a television set.
However, in the case of an automobile, there are other factors that help you measure performance.
Acceleration, mileage, handling, convenience, etc mean performance for an automobile. Nobody likes to
buy a noisy car and so low noise is also a sign of quality for an automobile.
In the services industry, for example, the hospitality industry, performance often means prompt and
courteous service.
Since the performance dimension of quality mainly involved measurable attributes, ranking brands based on
these attributes is not very difficult.
Developing overall performance rankings is difficult because a product may involve benefits that matter for
one segment of consumers but not for the other. Moreover, each benefit does not weigh equally for all groups of
consumers.
8. DIMENSIONS OF QUALITY :
2. Features: Features are the second dimension of quality and often regarded as the second aspect of
performance. Features are the characteristics supporting the basic performance of a product or service.
8
For example, by adding free drinks flight services providers improve the appeal of their services.
Automatic updates or automatic light adjustment in a Smartphone improves its appeal to users.
Separating ‘features’ from ‘performance’ is difficult because drawing a clear line between the two is generally
not possible.
The crucial thing is that features involve objective and measurable attributes.
For many customers, superior quality means that they have a larger number of options.
Furniture stores often offer several varieties in terms of color and fabric quality.
9. DIMENSIONS OF QUALITY :
3. Reliability:
• This dimension of quality is also related to the functioning of the product and how likely it is to fail or malfunction during a
specific time period. Garvin has highlighted three measures of reliability which are:
– The mean time to the first failure
– The mean time between failures
– The failure rate per unit time
• Now, these measures of reliability require a product to stay functional for a given time period and therefore they apply mainly to
durable goods instead of the products that are consumed instantly. If downtime and maintenance are expensive, reliability
becomes even important for the customers.
9
For example, hosting services for websites and blogs. The hosts with the least downtime are considered the most reliable and
apart from it the ones which provide free CDN services like Kinsta are rated higher in terms of reliability.
Computers, printers and copiers also compete on this basis as well as farm equipment.
Even in the case of automobiles, reliability has become an important product attribute making products more or less attractive in
the eyes of the buyer.
10. DIMENSIONS OF QUALITY :
4. Conformance: Conformance is the precision with
which the product or service meets the specified
standards. Conformance means the ability to meet
established standards.
The degree to which the design and operating
characteristics of a product meet the established quality
standards is called conformance.
This dimension of quality owes the most to the
traditional approaches to quality that the experts like
Profession Joseph M Juran pioneered.
Juran’s Quality Management Trilogy has become the
basis for most of the quality management best practices
used globally.
10
5. Durability: Durability measures the length of a product’s
life. When the product can be repaired, estimating durability is
more complicated. The item will be used until it is no longer
economical to operate it.
This happens when the repair rate and the associated costs
increase significantly.
There are two important implications of this approach to
durability. The first important implication is that it suggests
that there is a close link between durability and reliability.
A product that fails more often is more likely to be trashed
earlier than the one that is less likely to fail or one which is
more reliable. A product that often fails will increase your
repair costs and there the purchase of a competitive brand is
more desirable in such a situation. Due to this link between
reliability and durability companies sometimes also often
lifetime guarantee on their products.
11. DIMENSIONS OF QUALITY :
6. Serviceability: Serviceability is the speed with which
the product can be put into service when it breaks
down, as well as the competence and the behavior of
the service person.
The sixth dimension of quality is serviceability which
simply implies the ease of service or repair. However,
apart from the ease of repair, speed, courtesy, and
competence also matter.
The consumer’s concern is what if the product breaks
and how much time will it take to restore the services.
Other concerns of the consumer include the timeliness
of the service appointments and if the service personnel
will keep the appointment and do the servicing in a
timely manner as well as the frequency with which
repairs fail to correct the problem.
11
7. Aesthetics: Aesthetics are a matter of personal judgment
and individual preference.
How much a customer likes the look, feel, sound, taste or
smell of a product is all a matter of individual preference.
Someone likes a small and quiet car, and another one
wants a big car with a loud engine.
Since not all people prefer the same flavor or color,
companies need to search for a niche.
It is impossible to please everyone on this dimension of
quality.
12. DIMENSIONS OF QUALITY :
12
8. Perceived Quality: Consumers do not always have complete information regarding a product or service’s attributes.
Therefore, they use indirect measures to make a comparison.
One cannot directly observe durability but can infer it from the various tangible or intangible aspects of the product.
In such a situation, brand name, advertising, and images are critical to building the customers’ perception of quality.
Reputation is the main basis for perceived quality.
It affects people’s perception of a product deeply. For example, if Sony makes great televisions and walkmans, it makes
good smart phones also.
If Honda makes great cars, its bikes are also good.
It is a kind of unstated analogy where customers compare a new line of products by a company with its existing line of
products.