definition of quality and its evolution

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