Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.

1. QUALITY MANAGEMENT
WAY TO SUCCESS
BY :
SARABJEET SINGH DUA
MBA (Marketing)
Sarabjeetsinghdua10@gmail.com

2. WHAT IS THE MEANING OF QUALITY
Quality is the totality of features and characteristics of a product or service that
bear on its ability to satisfy stated or implied needs.
DIFFERENT VIEW ANGLES OF STATING QUALITY
 Perfection - AUDI
 Delighting or pleasing the customer - JW Marriot
 Eliminating waste - Muncipal Corporation
 Doing it right the first time - Sprite Beverage
 Consistency. - Harry Potter

3. QUALITY MANAGEMENT
Quality management refers to systematic policies, methods, and procedures
used to ensure that goods and services are produced with appropriate levels of
quality to meet the needs of customers.
ORGANAISATONAL TOOLS FOR QUALITY MANAGEMENT
 Total Quality Management
 Six Sigma
 Lean Operating System
 Kaizen
 Poka – Yoke
 ISO

4. WHY QUALITY MATTERS
•The global market is becoming more competitive every day.
•Companies search for new ways to gain an edge over their competitors around
the globe.
•Global competition and deregulation in a number of industries is forcing
companies to turn to quality in order to survive.
•Perhaps the most important reason for pursuing quality is that quality pays.
•Research shows a relationship between quality, market share, and return on
investment.

5. QUALITY MANAGEMENT PROCESS
•Quality Planning (Plan what you want to deliver.)
•Quality Assurance (Deliver What you have Planned)
•Quality Control (Control and remove pitfalls in delivery of standard quality)

6. Quality Control McDonalds
•Employees
•Food
•Ambience
EMPLOYEES : FOOD : RESTAURANT :
•Neat and Clean Dress •Properly Cooked Food •Cleanliness
•Keep the Smile Up •Maintain Standard Taste •Maintain Décor
•High Energy •Packaging of Food •Theme Based Furniture
•Greet Always
•Maintain Hygiene Factors
•Ontime Delivery

7. Quality Service Implementations
•Quality Service and Cleanliness (QSC Team)
•Continuous Training of Employees
•Customer Feedback Forms
•Quality at Source

8. Quality Control Service Industry
UTI MUTUAL FUNDS
HOW ?
•Tangibilize the Intangible Service
•PAMPHLETS
QUALITY EXPOSURE
•DOCUMENTATION
•ICRA RATING •BUILDING
•GOVT RECOGNISIONS •INFRASTRUCTURE
•AWARDS •WEBSITE
•TECHNOLOGY ENHANCEMENT

9. Customer Quality Delliema
CUSTOMERS ARE QUALITY SENSITIVE. WHEN EVER THEY SEE THE WORD
“QUALITY” ON ANY PRODUCT, THEY GET MAGNITISED.
Companies Focusing on Quality (Tagline)
Quality in everything we do - Ernst & Young
Quality is job one - Ford
QUALITY FOCUS
FOR EXAMPLE COLGATE FOCUSING ON SPONSERS :
•CERTIFIED BY INDIAN DENTAL ASSOCIATION
•CHOSEN BY DOCTORS AROUND THE WORLD
REPUTATION MANAGEMENT

10. Customer Quality Delliema
DELL LAPTOPS WHY ?
MAXIMUM SALES IN INDIA. •CORPORATE BACKUP
•U.S BASED COMPANY
•AGGRESSIVE QULITY ADVERTISEMENTS
ACCORDING TO US RESEARCH COUNSIL, DELL HAS THE
HIGHEST NUMBER OF COMPLAINTS
ALL AROUND THE GLOBE.
TO SUM UP WITH
EVERYONE IS CLIMBING THE LADDER OF QUALITY BUT
UNFORTUNATELY QUALITY OF PRODUCT OR SERVICE IS
INCREASING WITH DECREASING RATE IN CONTEXT TO
QUALITY
OF SUPPORTING FACTORS IN TODAYS SCENARIO.
JO DIKHTA HAI WOH BIKTA HAI….