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Quality
Quality refers to the total features and characteristics of a product or service that satisfy customer needs. It means freedom from deficiencies, doing things right the first time, and continuously improving performance to reduce costs, gain repeat business, and remain competitive. Quality is defined as meeting requirements, while grade refers to the technical characteristics of products or services for the same functional use. Quality control ensures requirements are being met through monitoring processes, while quality assurance demonstrates requirements are being met through activities like quality plans and audits. A quality system establishes organizational structure, responsibilities, procedures, and resources to consistently implement quality management through documentation and verification.
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Quality
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- 3. Quality: definition (ISO 8402/ISO 9000 ) “ Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs”
- 4. Quality means ....freedom from deficiencies ‘ doing it right the first time’ client satisfaction satisfaction of all employees (all project stakeholders) continously improving performance reduce costs repeat business staying competitive
- 5. Quality & GradeQuality − The degree to which a set of inherent characteristics fulfill requirements − Stated and implied needs are the inputs to developing project requirements − Turn stakeholder needs, wants, and expectations into requirements (stakeholder analysis – project scope management)
- 6. Quality & GradeGrade − A category assigned to products or services having the same functional use by different technical characteristics (low quality is always a problem, low grade may not be)
- 7. Quality &Grade Must not be confused with grade (class) Grade is a category or rank given to entities having the same functional use but different technical characteristics
- 8. Success Globalisation CompetitionCustomer requirements Constant change The global business environment continous improvement !
- 9. Quality Control: Inputs,Tools & Techniques, and Outputs
- 10. Quality Assurance: Inputs,Tools & Techniques, and Outputs
- 11. QC & QAQuality Control (QC): A set of activities or techniques whose purpose is to ensure that all quality requirements are being met by monitoring of processes and solving performance problems Monitoring work results Inspections and tests Quality Assurance (QA): A set of activities or techniques whose purpose is to demonstrate that quality requirements are met. QA should give confidence that quality requirements are being met Prepare quality plans Audits Training etc. QC ~ detecting errors QA ~ eliminating errors “ Getting it right first time”
- 12. Quality hiera rchy = Data collection, creation of records ... = Detection of defects according to quality plan, categorisation, statistical techniques ... = Prevention of defects through management and procedures to ‘build in’ quality into the production system make quality system = ensuring continous improvement of the performance of all activities, for benefit of all customers and employees DEFECTS DETECTION DEFECTS PREVENTION CONTINOUS IMPROVEMENT
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- 14. Quality systems Aquality system is the organisational structure, responsibilities, procedures, process es and resources for implementing quality management It prescribes processes, not product or technical details The system is controlled through a documentation hierarchy
- 15. Quality systems Thepurpose is to ensure every time a process is performed, the same information, methods, skills and controls are used in a consistent manner A quality system specifies how something has to be done, then verify it has been achieved
- 16. M.Ravishankar [email_address] MBA[ Final ] 2008 - 2010 Nift-tea college of fashion Tirupur, Tamil nadu. India.
Editor's Notes
- #5 Quality implies .... [slide] Some quality definitions include the price factor, meaning “supplying the product at required quality at lowest possible price” Most of these are general terms. The specific criteria for quality will vary from business to business, in a restaurant “too much salt” will be a deficiency. We can see that Quality is related to business performance. By including such issues as ‘premium prices’, ‘increased market’ and ‘low staff turnover’ you could set up all sorts of frameworks to link quality with performance.
- #8 You could also call grade “class”. Low quality is always a problem. Low grade may not be. So quality does NOT mean ‘gold-plating’ or ‘deluxe’
- #9 Before I start talking about quality systems etc. I want to discuss a little bit about the ‘quality revolution’ that has happened in the world for the last couple of decades. The business environment has become more competitive. Why? [slide] CHANGE is one of the most important elements of succesful business management today. The key element of Total Quality Management, which we will talk about later, is CONTINOUS IMPROVEMENT and this is reached through change (change management)
- #13 As you can see, when we talk about Quality Control and Quality Assurance, it becomes obvious that there are the levels of the quality commitment of an organisation. The point of the hiera r chy is that you cannot have an upper level withouth the level below. Throughout history, the meaning of quality has been broadened, to not only include the produced products, but also the employees, etc.
- #14 [ ] T his is the Deming Circle. It visualizes the process of continous improvement. The PDCA cycle is a trial and learning event that emphasizes learning by sequentially testing changes on a small scale . This cycle runs forever.
- #15 Companies manage quality through quality systems . The prescribes processes, not product or technical details. In construction for example, a technical drawing would not be part of the system, but it would be under CONTROL of the QA system. The QA system will avoid that superseded drawings are used.