This document discusses the evolution of quality and definitions of quality. It defines quality in several ways: as conforming to requirements, being fit for use, meeting customer expectations, and exceeding customer expectations. Quality is described from the perspective of both internal and external customers. Key aspects that determine quality in a product include performance, price, durability, safety, ease of use, reliability, availability, and serviceability. Quality is the responsibility of all roles within an organization, from customers who define requirements to production employees who implement them to management which supports quality processes.

1. Quality AwarenessQuality Awareness
WelcomeWelcome

2. QualityQuality
Quality is how the recipient of the product or
service views it: before buying, upon delivery, and
after the delivery – use, if a product.

3. Quality of the pastQuality of the past
“Quality is the total effect of all the
characteristics that comprise the typical
product manufactured at a given level of
cost(price) and which meet the
predetermined criteria for uniformity
and performance”

4. The New Age of QualityThe New Age of Quality
Quality is conformance to requirements:
 Quality is keeping the promise made when an order is
taken or a commitment is made.
 Quality means meeting the specification.
 The product or service is free of deficiencies(defects)

5. The New Age of QualityThe New Age of Quality
Quality is fitness for use:
 Quality means the product or service does what it is
intended to do.
 Quality is what a product or service costs users if it
doesn’t do what it is supposed to do.

6. The New Age of QualityThe New Age of Quality
Quality is meeting customer expectations:
 Quality is satisfying the customer.
 Quality is whatever the customer says it is.

7. The New Age of QualityThe New Age of Quality
Quality is exceeding customer expectations:
 Quality is the extent to which the customers or users believe
the product or service surpasses their needs and expectations.
 Quality is delighting the customer.

8. The New Age of QualityThe New Age of Quality
Quality is superiority to competitors:
 Quality is how a company’s products or services compare to
those of the competitors or how they compare to those offered
by the company in the past.
 Quality is perceived as the overall measure of goodness or
excellence of a brand or supplier.

9. QualityQuality
CharacteristicsCharacteristics
Product:
 Performance
 ReasonablePrice
 Durability
 Safe
 Easeof Use
 Reliable
 Available
 Serviceability
 Maintainable
Service:
 Responsiveness
 Creditability
 Available
 Reliable
 Understanding of Customer
 Accuracy
 Courtesy
 Timeliness
 Completeness

10. CustomersCustomers
A customer is “anyone who is affected by the product or process”
Thereare2 main typesof customers:
 Internal
 External
 • Internal Customers
An internal customer is anyone in the company who is affected by the product or service as it is being
generated. Internal customers in a company are often the employees.
 External Customers
An external customer does not belong to any part of the organization but is affected by its presence.
3 types:
1. End users – purchases the product or service for their own use. (BEST DRESSED CHICKEN)
2. Intermediate customers – purchases to resell. (e.g. AMCO)
3. Those impacted but who do not purchase or use the product e.g. families of a book author
who are affected by book sales.

11. SUPPLIER PROCESS CUSTOMERS
INTERNAL PROCESS
SUPPLIE
R
PROCESS CUSTOME
R
INPUTS
OUTPUTS
INPUTS OUTPUTS
S I P O CS I P O C

12. Internal RelationshipsInternal Relationships
Supplier/CustomerSupplier/Customer
Knowing your customers needs, wants and
expectations are key drivers toward customer
satisfaction.
These may be:
 On time provision of product
 Defect free product
 Product with correct specifications

13. CommunicationCommunication
Instructions can be communicated either
verbally(oral/written) or non-verbally, formal or
informal.
 Verbal forms can be through memos, manuals,
reports, policies, meetings, discussions etc.
 Non-verbal are body language, expression of
thoughts, emotions etc.
 Formal e.g. company report, policies
 Informal e.g. the popular grape vine

14. CommunicationCommunication
Some forms of communication in TAP:
 ORD – communicates customer needs &
requirements
 Internal reports – e.g Internal non-
conformance report, Internal Audit Report
 Monthly ISO meetings
 Memos
 Notice Boards

15. CommunicationCommunication
EffectivenesEffectivenesss
Communication is effective when the receiver
transforms the information into correct output.
Some ways to ensure effective communication:
 All information is clear and understandable
 All ambiguity must be removed.
 Written work instructions must be easy to read and relevant.
 Work practices & procedures must be clear, simple, available and
understood.
 Job descriptions and responsibilities must be clear, available and
understood.

16. Quality ResponsibilityQuality Responsibility
Whose job is quality?
As everybody’s job, quality may become nobody’s
job.
Quality is a job that everyone is responsible for.
Everyone, each individual is responsible for
qualityquality

17. Quality ResponsibilityQuality Responsibility
Everyone is responsible for Quality
 Customers – concept & design
 Manufacturer – turning concept & design into product
 Marketing – working with customer to determine specifications
 Procurement – providing raw materials
 Production – turns specifications into product.
 Warehouse – delivers product
 QC – keeps track of product conformity during production
 Management – supports to entire process from beginning to end.
Promotes Quality Awareness. Training. Tools. Rewards.
Recognition
 Human Resources – right people for right job. Training.

18. Quality AwarenessQuality Awareness
Thank YouThank You