Quality management involves creating an organizational culture committed to continuously improving skills, teamwork, processes, and product/service quality and customer satisfaction. It has three main components: quality control, which ensures requirements are fulfilled; quality assurance, which implements planned activities to demonstrate products/services will meet quality standards; and quality improvement, which enhances an organization's ability to meet quality requirements through product, process, and people-based improvements. Key characteristics of quality for goods and services include performance, features, serviceability, appearance, customer service, and safety.

1. Aijaz Ahmed Rather
I.K Gujral P.T.U

2. Quality Management
 Quality management may be defined as a creating an
organizational culture committed to the continuous
improvement of skills , teamwork, processes, and
product - service quality and customer satisfaction.

3. Three Components of Quality
Management.
Quality
Control
Quality
Assurance
Quality
Improvement

4. Quality Control
 It is the operational techniques and activities used to
fulfill requirements for quality.

5. Quality assurance.
 It refers to all the planned and systematic activities
implemented within the quality system that can be
demonstrated to provide confidence that a product or
service will fulfill requirements for quality.

6. Quality improvement .
 It refers to anything that enhances an organizations
ability to meet quality requirements.it covers product
improvement, process improvement and people based
improvement.

7. Quality Characteristics of Goods
and Services.
 Performance: How will the product or service perform and
meet the customers intended use . E.g.. The speed of a sports car.
 Features: The special characteristics that appeal to customers
intended use. E.g.. The power steering of an automobile.
 Serviceability: the speed, cost and convenience of repairs and
maintenance. Higher the serviceability better will be the quality
of the product.
 Appearance : the effect or human senses, the look, feel, taste,
smell or sound .
 Customer service: the treatment recived by customers before
, during and after the sale.
 Safety: how will the product protects users before, during and
after use.