The document discusses the concept of quality in products, emphasizing that it meets customer needs and contributes to customer satisfaction. It outlines the benefits of higher quality, such as increased customer satisfaction and reduced costs, and differentiates between sporadic and chronic problems in quality management. Additionally, it highlights the importance of continuous quality improvement and strategies for cost reduction.

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AISSMS COLLEGE OF PHARMACY, PUNE-01
Prepared by
SHIVANI KAILAS CHAUDHARI
M. Pharmacy
(Dept. of Quality Assurance)

2.  Quality” means those features of products
which meet customer needs and thereby
provide customer satisfaction. In this sense,
the meaning of quality is oriented to income.
 “Quality” means freedom from deficiencies—
freedom from errors that require doing work
over again (rework) or that result in field
failures, customer dissatisfaction, customer
claims, and so on.
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3. Product features that meet
customer needs
Freedom from deficiencies
1. Higher quality enables companies
to:
 Increase customer Satisfaction
 Make products salable
 Meet competition
 Increase market share
 Provide sales income
 Secure premium prices
2. The major effect is on sales.
3. Usually, higher quality costs more
1. Higher quality enables companies
to:
 Reduce error rates
 Reduce rework, waste
 Reduce field failures, warranty
charges
 Reduce customer dissatisfaction
Shorten time to put new products
on the market
 Increase yields, capacity
 Improve delivery performance
2. Major effect is on costs.
3. Usually, higher quality costs less
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5. SPORADIC PROBLEM CHRONIC PROBLEM
Sporadic means now and then chronic means all the time
A sporadic problem is a sudden,
adverse change in the status quo,
which requires remedy by restoring
the status quo.
A chronic problem is a long-standing
adverse situation, which requires
remedy by changing the status quo.
Sporadic problems are dramatic and
must receive immediate attention.
Chronic problems are not dramatic
because they occur for a long time &
are often difficult to solve, and are
accepted as inevitable
sporadic problems it means taking
corrective action on periodic
problems
For chronic problems, it means
achieving better & better levels of
performance each year,
Sporadic problems are attacked by
the control process.
Chronic problems use the
improvement process.
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6. Need for
quality
improvement
and cost
reduction
Customer
Satisfaction
Reduction in
the cost of
poor quality
Reduction in
the chronic
waste Action on
late
deliveries
Reducing
variation
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7. 1. Reduce external failures.
2. Reduce internal failures.
3. Reduce the testing & inspection budget — little
by little.
4. Increase production equipment efficiency —
long-term plan.
5. Improve operator’s productivity — little by
little.
6. Make manufacturing easier — long-term plan.
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8.  Joseph M. Juran, Frank M. Gryna, et al:
“Juran’s Quality Planning & Analysis for
Enterprise Quality”, 5th Edition, McGraw-hill
Publication, Pg No: 29, 33- 35, 59, 64-65, 67
 Joseph M. Juran, A. Blanton Godfrey: “ Juran’s
Quality Handbook”, 5th Edition, Mcgraw-hill
Publication, Pg No: 2.1-2.2, 2.5-2.7, 3.2-3.3,
4.2, 4.5, 5.3, 8.14- 8.16
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