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Risk Based Approaches To Quality Management PowerPoint Presentation Slides

The document outlines key concepts in risk-based quality management, emphasizing the importance of quality assurance and control in meeting customer expectations. It discusses the evolution of quality management practices, principles such as customer focus, leadership, and continual improvement, and the dimensions of quality including performance, reliability, and serviceability. Additionally, it addresses the challenges of maintaining service quality and the consequences of poor quality management.

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Risk Based Approaches to Quality Management
AGENDA This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. AGENDA01 AGENDA02 AGENDA03 AGENDA04 AGENDA05 2
QUALITY MANAGEMENT ensures that an organization, product or service is consistent. It is the ability of a product or service to consistently meet or exceed customers expectations. QUALITY 3 QUALITY MANAGEMENT DEFINITION This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Quality Improvement This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Quality Planning This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Quality Control This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Quality Assurance This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Quality Management 4 FOUR MAIN COMPONENTS OF QUALITY MANAGEMENT This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 1924 - Statistical Process Control Charts 1930 - Tables For Acceptance Sampling 1940 - Statistical Sampling Techniques 1950 -Quality Assurance/TQC 1960 - Zero Defects 1970 - Quality Assurance In Services 01 02 03 04 05 06 5 EVOLUTION OF QUALITY MANAGEMENT This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Production Process Production Process CHECK QUALITY INSPECTION by an inspection team QUALITY CONTROL Usually Takes Place At End Of Production Process it’s about PREVENTION rather than just detection QUALITY ASSURANCE Focuses On Prevention Where Samples Of Part Finished Goods Are Checked At Different Times In Production Process Quality Is Seen As EVERYONE’S Job, Not Just A Small Team Of Inspectors! 6 QUALITY CONTROL VS. QUALITY ASSURANCE This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Principles Of Quality Management 01 02 03 04 05 06 07 08 Customer-focused Organization This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Leadership This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Involvement Of People This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Process Approach This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Continual Improvement This slide is 100% editable. Adapt it to your needs and capture your audience's attention. System Approach To Management This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Factual Approach To Decision Making This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Mutually Beneficial Supplier Relationships This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 7 8 PRINCIPLES OF QUALITY MANAGEMENT This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Where possible, they should aim to exceed customer expectations. This standard relates to customer needs and customer service. A business should understand their customers and seek to meet their requirements. 8 8 CUSTOMER FOCUS This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Marking customer needs and the needs of other stakeholders understood throughout the organization. Ensuring that relevant goals and targets are directly linked to customer needs and expectations. Improving the performance of the organisation to meet customer needs. Ensuring the people have the knowledge and skills requires to satisfy the organization's customer. Beneficial applications of the principle include For policy and strategy formulation For goal and target setting For operation management For human resource management 9 8 BENEFITS OF CUSTOMER FOCUS This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
A business should have clear objectives and employees should be actively involved in achieving this. This standard relates to the direction of the organization. 10 8 LEADERSHIP This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Establishing and communicating a clear vision of the organization’ s future. Translating the vision of the organization into measurable goals and targets. Empowered and involved people achieve the organization's objectives. Having an empowered, motivated, well informed and stable workforce. Beneficial applications of the principle include For policy and strategy formulation For goal and target setting For operation management For human resource management 11 8 BENEFITS OF LEADERSHIP This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
That their abilities should be used to full effect for business success. This principle recognizes that an organization is nothing without its staff 12 8 INVOLVEMENT OF PEOPLE This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Establishing and communicating a clear vision of the organization’ s future. Translating the vision of the organization into measurable goals and targets. Empowered and involved people achieve the organization's objectives. Having an empowered, motivated, well informed and stable workforce. Beneficial applications of the principle include For policy and strategy formulation For goal and target setting For operation management For human resource management 13 8 BENEFITS OF LEADERSHIP This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
01 04 03 02 Process Approach The process approach relates to efficiency and the understanding that appropriate processes will speed up activities. 14 8 PROCESS APPROACH This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Utilizing defines processes throughout the organization will lead to more predictable results better use of resources shorter cycle times and lower costs. Understanding the capability of processes enables the creation of challenging goals and targets. Adopting the process approach for all operation results in lower costs prevention of errors control of variation shorter cycle times and more predictable outputs. Beneficial applications of the principle include For policy and strategy formulation For goal and target setting For operation management 15 8 BENEFITS OF PROCESS APPROACH This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
"Identifying, understanding and managing interrelated processes as A system contributes to the organization's effectiveness and efficiency in achieving its objectives.” This means that multiple processes are managed together as A system which should lead to greater efficiency. 16 8 SYSTEM APPROACH TO MANAGEMENT This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
The creation of comprehensive and challenging plans that link functional and process inputs. The goals and targets of individual processes are aligned with the organization's key objective. A broader overview of the effectiveness of processes which leads to understanding the causes of problems and timely improvement action. Provides A better understanding of roles and responsibilities for achieving common objectives thereby reducing cross functional barriers and improving. Beneficial applications of the principle include For policy and strategy formulation For goal and target setting For operation management For human resource management 17 8 BENEFITS OF SYSTEM APPROACH TO MANAGEMENT This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
01 02 Continuous Improvement This principle is very straight forward: Continual improvement should be an active business objective. 18 8 CONTINUAL IMPROVEMENT This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Strategies based on relevant data and information are more realistic and more likely to be achieved. Using relevant comparative data and information to set realistic and challenging goals and target. Data and information are the basis for understanding both process and system performance to guide improvements and prevent future problems. Analyzing data and information from sources such as people surveys suggestion and focus groups to guide the formulation of human resource policies. Beneficial applications of the principle include For policy and strategy formulation For goal and target setting For operation management For human resource management 19 8 BENEFITS OF CONTINUAL IMPROVEMENT This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
A logical approach, based on data and analysis, is good business sense. Unfortunately, in a fact paced workplace, decisions can often be made rashly, without proper thought. The efficiency that will have been imbued in the organization after the implementation of prior principles will allow decisions to be made with clarity. 20 FACTUAL APPROACH TO DECISION MAKING This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Creating and achieving more competitive business plan through the integration of continual improvement with strategic and business planning. Setting realistic and challenging improvement goals and providing the resources to achieve them. Involving people in the organization in the continual improvement of processes. Providing all people the organization with the tools, opportunities and encouragement to improve products processes and systems. Beneficial applications of the principle include For policy and strategy formulation For goal and target setting For operation management For human resource management 21 BENEFITS OF FACTUAL APPROACH TO DECISION MAKING This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Mutually Beneficial Supplier Relations This principle relates to supply chains and acknowledges that the relationship between an organization and its suppliers is interdependent. A strong relationship between the two will enhance productivity and encourage seamless working practices. 22 MUTUALLY BENEFICIAL SUPPLIER RELATIONS This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Strategies based on relevant data and information are more realistic and more likely to be achieved. Using relevant comparative data and information to set realistic and challenging goals and target. Data and information are the basis for understanding both process and system performance to guide improvements and prevent future problems. Analyzing data and information from sources such as people surveys suggestion and focus groups to guide the formulation of human resource policies. Beneficial applications of the principle include For policy and strategy formulation For goal and target setting For operation management For human resource management 23 BENEFITS OF MUTUALLY BENEFICIAL SUPPLIER RELATIONS This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Performance Quality 1 Features Quality 2 Reliability Quality 3 Durability Quality 4 Conformance Quality 5 Serviceability Quality 6 Aesthetics Quality 7 Perceived Quality This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 24 DIMENSIONS OF QUALITY This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Features are additional characteristics that enhance the appeal of the product or service to the user. What additional benefits will be added to the product? Will they be they tangible or non-tangible benefits. For example this could be after sales service, or guarantees. Some features will be present in all products but other features will only be found in "quality" products. For example all cars have wheels, steering wheel, gears, windows and seats but only some cars have heated seats, assisted parking and Bluetooth. Features A quality product will perform as expected by the user and as specified by the manufacturer. If products do not do as buyers expect, users will be disappointed and frustrated. Worse still poor performing products get negative reviews and lose sales and reputation. Performance 25 THE DIMENSIONS: PERFORMANCE AND FEATURES This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Durability Measures The Length Of A Product’s Life. When The Product Can Be Repaired, Estimating Durability Is More Complicated. The Item Will Be Used Until It Is No Longer Economical To Operate It. Technically, Durability Can Be Defined As The Amount Of Use One Gets From A Product Before It Deteriorates. Durability The Product Consistent? Will It Perform Well Over Its Expected Lifetime And Perform Consistently? Many Brands Have Developed Trust With Customers Because Of Their Reputation For Reliability. Reliability 26 THE DIMENSIONS: RELIABILITY AND DURABILITY This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Aesthetic Aspect Of A Product Is Comparatively Subjective In Nature And Refers To Its Impact On The Human Senses Such As How It Looks, Feels, Sounds, Tastes And So On, Depending Upon The Type Of Product. Automobile Companies Make Sure That In Addition To Functional Quality, The Automobiles Are Also. Aesthetic Serviceability Refers To The Promptness, Courtesy, Proficiency And Ease In Repair When The Product Breaks Down And Is Sent For Repairs. Serviceability 27 THE DIMENSIONS: SERVICEABILITY AND AESTHETICS This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
An Equally Important Dimension Of Quality Is The Perception Of The Quality Of The Product In The Mind Of The Consumer. Honda Cars, Sony Walkman And Rolex Watches Are Perceived To Be High Quality Items By The Consumers. Perceived Quality It Is The Degree To Which The Product Conforms To Pre- Established Specifications. All Quality Products Are Expected To Precisely Meet The Set Standards. Conformance 28 THE DIMENSIONS: CONFORMANCE AND PERCEIVED QUALITY This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Customer Provider GAP 1 GAP 2 GAP 3 GAP 5 GAP 4 Management Perceptions Of Consumer Expectations Perceived Service Service Delivery Translation Of Perceptions Into Service Quality Specifications External Communication To Customers Expected Service • World Of Mouth • Personal Needs • Post Experience 29 SERVICE GAP MODEL This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
GAP 1 GAP 2 GAP 3 GAP 4 GAP 5 Is The Distance Between What Customers Expect And What Managers Think They Expect - Clearly Survey Research Is A Key Way To Narrow This Gap. Is Between Management Perception And The Actual Specification Of The Customer Experience - Managers Need To Make Sure The Organization Is Defining The Level Of Service They Believe Is Needed. Is From The Experience Specification To The Delivery Of The Experience - Managers Need To Audit The Customer Experience That Their Organization Currently Delivers In Order To Make Sure It Lives Up To The Spec. Is The Gap Between The Delivery Of The Customer Experience And What Is Communicated To Customers - All Too Often Organizations Exaggerate What Will Be Provided To Customers, Or Discuss The Best Case Rather Than The Likely Case, Raising Customer Expectations And Harming Customer Perceptions. Is The Gap Between A Customer's Perception Of The Experience And The Customer's Expectation Of The Service - Customers' Expectations Have Been Shaped By Word Of Mouth, Their Personal Needs And Their Own Past Experiences. Routine Transactional Surveys After Delivering The Customer Experience Are Important For An Organization To Measure Customer Perceptions Of Service. 30 THE FIVE GAPS THAT ORGANIZATIONS SHOULD MEASURE MANAGE AND MINIMIZE This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Design This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Ease Of Use This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Conforms To Design This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Service 31 DETERMINANTS OF QUALITY This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Different Customers Have Different Expectations This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Fail-Safing Must Be Designed Into The System This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Customer Expectation Often Change This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Each Customer Contact Is A “ Moment Of Truth” This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 01 03 0204 Service Quality 32 CHALLENGES WITH SERVICE QUALITY This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Loss Of Business Liability Productivity (Rework, Defective Output That Must Be Scrapped) Costs (Rework, Scrap, Warranty Cost, Etc.) The Consequences Of Poor Quality This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 33 CONSEQUENCES OF POOR QUALITY This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Top Management This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Quality Assurance This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Packaging And Shipping This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Marketing And Sales This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Customer Service This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Production / Operations This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Procurement This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Design This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 01 02 03 04 05 06 07 08 Responsibility for Quality 34 RESPONSIBILITY FOR QUALITY This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Appraisal Prevention External Failure Internal Failure Total Cost Of Quality Cost Of Poor Quality Cost Of Good Quality 35 COST FOR QUALITY This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
0 20 40 60 80 100 120 External failure Internal Failure Prevention Appraisal This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 36 COST FOR QUALITY GRAPH This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Defective Products This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. Substandard Service This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. Poor Designs This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. Substandard Parts And Materials In The Boxes This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. 03 02 04 01 Substandard 37 ETHICS AND QUALITY This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
ADDITIONAL SLIDE 38
This slide is 100% editable. Adapt it to your needs and capture your audience's attention. VISION This slide is 100% editable. Adapt it to your needs and capture your audience's attention. MISSION This slide is 100% editable. Adapt it to your needs and capture your audience's attention. GOAL This slide is 100% editable. Adapt it to your needs and capture your audience's attention. STRATEGIES 39 OUR VISION This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
OUR TEAM This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 40 OUR TEAM This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
05 02 04 03 06 01 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 41 OUR GOAL This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
80% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 60% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 42 COMPARISON This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
5000$ This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 2000$ This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 1500$ This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 500$ This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 43 FINANCIAL This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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2017 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 2018 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 2019 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 2020 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 2021 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 47 TIMELINE This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
48 POST IT This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 52 VENN This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
EaseOfCustomerExit Low High Life Value Of Customer High This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 53 MATRIX This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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THANK YOU Contact Numbers: 0123456789 Email Address: emailaddress@123.com Address: # street number, city, state 60

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Risk Based Approaches To Quality Management PowerPoint Presentation Slides

  • 1.
    Risk Based Approaches toQuality Management
  • 2.
    AGENDA This slide is100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. AGENDA01 AGENDA02 AGENDA03 AGENDA04 AGENDA05 2
  • 3.
    QUALITY MANAGEMENT ensures thatan organization, product or service is consistent. It is the ability of a product or service to consistently meet or exceed customers expectations. QUALITY 3 QUALITY MANAGEMENT DEFINITION This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 4.
    Quality Improvement This slide is100% editable. Adapt it to your needs and capture your audience's attention. Quality Planning This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Quality Control This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Quality Assurance This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Quality Management 4 FOUR MAIN COMPONENTS OF QUALITY MANAGEMENT This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 5.
    This slide is 100% editable. Adaptit to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 1924 - Statistical Process Control Charts 1930 - Tables For Acceptance Sampling 1940 - Statistical Sampling Techniques 1950 -Quality Assurance/TQC 1960 - Zero Defects 1970 - Quality Assurance In Services 01 02 03 04 05 06 5 EVOLUTION OF QUALITY MANAGEMENT This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 6.
    Production Process Production Process CHECKQUALITY INSPECTION by an inspection team QUALITY CONTROL Usually Takes Place At End Of Production Process it’s about PREVENTION rather than just detection QUALITY ASSURANCE Focuses On Prevention Where Samples Of Part Finished Goods Are Checked At Different Times In Production Process Quality Is Seen As EVERYONE’S Job, Not Just A Small Team Of Inspectors! 6 QUALITY CONTROL VS. QUALITY ASSURANCE This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 7.
    Principles Of Quality Management 01 02 03 04 05 06 07 08 Customer-focused Organization This slideis 100% editable. Adapt it to your needs and capture your audience's attention. Leadership This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Involvement Of People This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Process Approach This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Continual Improvement This slide is 100% editable. Adapt it to your needs and capture your audience's attention. System Approach To Management This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Factual Approach To Decision Making This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Mutually Beneficial Supplier Relationships This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 7 8 PRINCIPLES OF QUALITY MANAGEMENT This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 8.
    Where possible, they shouldaim to exceed customer expectations. This standard relates to customer needs and customer service. A business should understand their customers and seek to meet their requirements. 8 8 CUSTOMER FOCUS This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 9.
    Marking customer needsand the needs of other stakeholders understood throughout the organization. Ensuring that relevant goals and targets are directly linked to customer needs and expectations. Improving the performance of the organisation to meet customer needs. Ensuring the people have the knowledge and skills requires to satisfy the organization's customer. Beneficial applications of the principle include For policy and strategy formulation For goal and target setting For operation management For human resource management 9 8 BENEFITS OF CUSTOMER FOCUS This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 10.
    A business shouldhave clear objectives and employees should be actively involved in achieving this. This standard relates to the direction of the organization. 10 8 LEADERSHIP This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 11.
    Establishing and communicatinga clear vision of the organization’ s future. Translating the vision of the organization into measurable goals and targets. Empowered and involved people achieve the organization's objectives. Having an empowered, motivated, well informed and stable workforce. Beneficial applications of the principle include For policy and strategy formulation For goal and target setting For operation management For human resource management 11 8 BENEFITS OF LEADERSHIP This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 12.
    That their abilitiesshould be used to full effect for business success. This principle recognizes that an organization is nothing without its staff 12 8 INVOLVEMENT OF PEOPLE This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 13.
    Establishing and communicatinga clear vision of the organization’ s future. Translating the vision of the organization into measurable goals and targets. Empowered and involved people achieve the organization's objectives. Having an empowered, motivated, well informed and stable workforce. Beneficial applications of the principle include For policy and strategy formulation For goal and target setting For operation management For human resource management 13 8 BENEFITS OF LEADERSHIP This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 14.
    01 04 03 02 Process Approach The process approach relatesto efficiency and the understanding that appropriate processes will speed up activities. 14 8 PROCESS APPROACH This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 15.
    Utilizing defines processesthroughout the organization will lead to more predictable results better use of resources shorter cycle times and lower costs. Understanding the capability of processes enables the creation of challenging goals and targets. Adopting the process approach for all operation results in lower costs prevention of errors control of variation shorter cycle times and more predictable outputs. Beneficial applications of the principle include For policy and strategy formulation For goal and target setting For operation management 15 8 BENEFITS OF PROCESS APPROACH This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 16.
    "Identifying, understanding andmanaging interrelated processes as A system contributes to the organization's effectiveness and efficiency in achieving its objectives.” This means that multiple processes are managed together as A system which should lead to greater efficiency. 16 8 SYSTEM APPROACH TO MANAGEMENT This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 17.
    The creation ofcomprehensive and challenging plans that link functional and process inputs. The goals and targets of individual processes are aligned with the organization's key objective. A broader overview of the effectiveness of processes which leads to understanding the causes of problems and timely improvement action. Provides A better understanding of roles and responsibilities for achieving common objectives thereby reducing cross functional barriers and improving. Beneficial applications of the principle include For policy and strategy formulation For goal and target setting For operation management For human resource management 17 8 BENEFITS OF SYSTEM APPROACH TO MANAGEMENT This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 18.
    01 02 Continuous Improvement This principle isvery straight forward: Continual improvement should be an active business objective. 18 8 CONTINUAL IMPROVEMENT This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 19.
    Strategies based onrelevant data and information are more realistic and more likely to be achieved. Using relevant comparative data and information to set realistic and challenging goals and target. Data and information are the basis for understanding both process and system performance to guide improvements and prevent future problems. Analyzing data and information from sources such as people surveys suggestion and focus groups to guide the formulation of human resource policies. Beneficial applications of the principle include For policy and strategy formulation For goal and target setting For operation management For human resource management 19 8 BENEFITS OF CONTINUAL IMPROVEMENT This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 20.
    A logical approach,based on data and analysis, is good business sense. Unfortunately, in a fact paced workplace, decisions can often be made rashly, without proper thought. The efficiency that will have been imbued in the organization after the implementation of prior principles will allow decisions to be made with clarity. 20 FACTUAL APPROACH TO DECISION MAKING This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 21.
    Creating and achievingmore competitive business plan through the integration of continual improvement with strategic and business planning. Setting realistic and challenging improvement goals and providing the resources to achieve them. Involving people in the organization in the continual improvement of processes. Providing all people the organization with the tools, opportunities and encouragement to improve products processes and systems. Beneficial applications of the principle include For policy and strategy formulation For goal and target setting For operation management For human resource management 21 BENEFITS OF FACTUAL APPROACH TO DECISION MAKING This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 22.
    Mutually Beneficial Supplier Relations Thisprinciple relates to supply chains and acknowledges that the relationship between an organization and its suppliers is interdependent. A strong relationship between the two will enhance productivity and encourage seamless working practices. 22 MUTUALLY BENEFICIAL SUPPLIER RELATIONS This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 23.
    Strategies based onrelevant data and information are more realistic and more likely to be achieved. Using relevant comparative data and information to set realistic and challenging goals and target. Data and information are the basis for understanding both process and system performance to guide improvements and prevent future problems. Analyzing data and information from sources such as people surveys suggestion and focus groups to guide the formulation of human resource policies. Beneficial applications of the principle include For policy and strategy formulation For goal and target setting For operation management For human resource management 23 BENEFITS OF MUTUALLY BENEFICIAL SUPPLIER RELATIONS This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 24.
    Performance Quality 1 Features Quality 2 Reliability Quality3 Durability Quality 4 Conformance Quality 5 Serviceability Quality 6 Aesthetics Quality 7 Perceived Quality This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 24 DIMENSIONS OF QUALITY This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 25.
    Features are additionalcharacteristics that enhance the appeal of the product or service to the user. What additional benefits will be added to the product? Will they be they tangible or non-tangible benefits. For example this could be after sales service, or guarantees. Some features will be present in all products but other features will only be found in "quality" products. For example all cars have wheels, steering wheel, gears, windows and seats but only some cars have heated seats, assisted parking and Bluetooth. Features A quality product will perform as expected by the user and as specified by the manufacturer. If products do not do as buyers expect, users will be disappointed and frustrated. Worse still poor performing products get negative reviews and lose sales and reputation. Performance 25 THE DIMENSIONS: PERFORMANCE AND FEATURES This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 26.
    Durability Measures TheLength Of A Product’s Life. When The Product Can Be Repaired, Estimating Durability Is More Complicated. The Item Will Be Used Until It Is No Longer Economical To Operate It. Technically, Durability Can Be Defined As The Amount Of Use One Gets From A Product Before It Deteriorates. Durability The Product Consistent? Will It Perform Well Over Its Expected Lifetime And Perform Consistently? Many Brands Have Developed Trust With Customers Because Of Their Reputation For Reliability. Reliability 26 THE DIMENSIONS: RELIABILITY AND DURABILITY This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 27.
    Aesthetic Aspect OfA Product Is Comparatively Subjective In Nature And Refers To Its Impact On The Human Senses Such As How It Looks, Feels, Sounds, Tastes And So On, Depending Upon The Type Of Product. Automobile Companies Make Sure That In Addition To Functional Quality, The Automobiles Are Also. Aesthetic Serviceability Refers To The Promptness, Courtesy, Proficiency And Ease In Repair When The Product Breaks Down And Is Sent For Repairs. Serviceability 27 THE DIMENSIONS: SERVICEABILITY AND AESTHETICS This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 28.
    An Equally ImportantDimension Of Quality Is The Perception Of The Quality Of The Product In The Mind Of The Consumer. Honda Cars, Sony Walkman And Rolex Watches Are Perceived To Be High Quality Items By The Consumers. Perceived Quality It Is The Degree To Which The Product Conforms To Pre- Established Specifications. All Quality Products Are Expected To Precisely Meet The Set Standards. Conformance 28 THE DIMENSIONS: CONFORMANCE AND PERCEIVED QUALITY This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 29.
    Customer Provider GAP 1 GAP 2 GAP3 GAP 5 GAP 4 Management Perceptions Of Consumer Expectations Perceived Service Service Delivery Translation Of Perceptions Into Service Quality Specifications External Communication To Customers Expected Service • World Of Mouth • Personal Needs • Post Experience 29 SERVICE GAP MODEL This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 30.
    GAP 1 GAP 2 GAP3 GAP 4 GAP 5 Is The Distance Between What Customers Expect And What Managers Think They Expect - Clearly Survey Research Is A Key Way To Narrow This Gap. Is Between Management Perception And The Actual Specification Of The Customer Experience - Managers Need To Make Sure The Organization Is Defining The Level Of Service They Believe Is Needed. Is From The Experience Specification To The Delivery Of The Experience - Managers Need To Audit The Customer Experience That Their Organization Currently Delivers In Order To Make Sure It Lives Up To The Spec. Is The Gap Between The Delivery Of The Customer Experience And What Is Communicated To Customers - All Too Often Organizations Exaggerate What Will Be Provided To Customers, Or Discuss The Best Case Rather Than The Likely Case, Raising Customer Expectations And Harming Customer Perceptions. Is The Gap Between A Customer's Perception Of The Experience And The Customer's Expectation Of The Service - Customers' Expectations Have Been Shaped By Word Of Mouth, Their Personal Needs And Their Own Past Experiences. Routine Transactional Surveys After Delivering The Customer Experience Are Important For An Organization To Measure Customer Perceptions Of Service. 30 THE FIVE GAPS THAT ORGANIZATIONS SHOULD MEASURE MANAGE AND MINIMIZE This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 31.
    This slide is100% editable. Adapt it to your needs and capture your audience's attention. Design This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Ease Of Use This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Conforms To Design This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Service 31 DETERMINANTS OF QUALITY This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
  • 32.
    Different Customers Have DifferentExpectations This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Fail-Safing Must Be Designed Into The System This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Customer Expectation Often Change This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Each Customer Contact Is A “ Moment Of Truth” This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 01 03 0204 Service Quality 32 CHALLENGES WITH SERVICE QUALITY This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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  • 42.
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