The document discusses the evolution and definitions of quality. It provides various definitions of quality from different perspectives, such as meeting customer requirements, fitness for use, and conformance to specifications. The document also outlines some of the major contributors to the development of quality management knowledge in the 20th century, including Juran, Deming, Feigenbaum, Crosby, and Ishikawa. It describes some of their key concepts, such as Juran's emphasis on a balanced quality management approach and Crosby's definition of quality as conformance to requirements. Overall, the document provides an overview of the origins and development of perspectives on quality.

1. SUHASINI NAYAL
M.PHARM(MQA)

2. QUALITY AND EVOLUATION
OF QUALITY

4. ORIGIN OF QUALITY WORD
LATIN
QUALIS
(OF WHAT KIND)

5.  Meeting the customer requirement
 Excellence in the product or service
that fulfils or exceeds the expectation
of the customer.
 Quality is customer satisfaction and
loyalty.
 Fitness for use.

6.  In manufacturing a measure of
excellence or a state of being free from
defects , deficiencies and significant
variations. It is brought by strict and
consistent commitment to certain
standards customer or user
requirements.

7.  Conformance to requirements (Philip
Crosby)
 Fitness for purpose or use (Juran)
 A predictable degree of uniformity and
dependability, at low cost and suited to
the market (Edward Deming)
 Synonymous with customer needs and
expectations (R J Mortiboys)
 Meeting the (stated) requirements of
the customer- now and in the future
(Mike Robinson)

8.  The totality of features and
characteristics of a product or service
that bears on its ability to satisfy stated
or implied needs
ISO-8402
 Degree to which a set of inherent
characteristics fulfills requirement
ISO-9000

9.  Transcendent definition : excellence
 Product-based definition : quantities of
product attributes
 User-based definition : fitness for
intended use , meeting or exceeding
user expectations
 Value-based definition : quality vs price
 Manufacturing-based definition :
conformance to specifications.

10.  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.

11.  Quality deals with :-
 Competition
 Satisfaction
 100% result for the customers

12. EVOLUTION OF QUALITY

14.  During the 20th century , a significant body
of knowledge emerged on achieving
superior quality . Many individual
contributed to the knowledge such as:-
 Juran
 Deming
 Feigenabum
 Crosby
 Ishikawa

15.  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.
 W.Edwards ,which also has a broad view of
quality, which he initially summarized in 14
points aimed at the management of an
organization.

16.  A.V. Feigenbaum emphasizes the concept
of total quality control throughout all
function of an organization. Total quality
control really means both planning and
control.
 Philip Crosby defines quality as
“conformance to requirements” and stresses
that only performance standard is zero
defects.
 Kaoru Ishikawa showed the Japanese how
to integrate the many tools of quality
improvement , particularly the simpler tools
of analysis and problem solving.sss