Quality Management

The definition of Quality

depends on the product
or service: before
buying, upon delivery,
and after the delivery-
and use by the
customer.

The meaning of quality

differs depending upon
circumstances and
perceptions.
Quality is a different
concept when tangible
products are focused versus the perception of a quality service.
The meaning of quality is also time-based, or situational.

Common meanings of quality

1- 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 cost users if it doesn’t do
what it is supposed to do.

2- Quality is meeting customer expectation

 Quality is satisfying the customer.

 Quality is whatever the customer says it is.
 The quality of a product or service is whatever the customer
perceives it to be.

3- Quality is exceeding the 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.

4- Quality is superiority to competitors:

Quality is how a company’s products and services compare to those of
competitors or how they compare to those offered by the company in
the past.

Example of quality characteristics

For Products
Performance Serviceability Reliable
Reasonable Price Ease of Use Maintainability
Durability Simplicity of Design Aesthetics
Available Safe Ease of Disposal
For Service
Responsiveness Credibility Available
Reliable Safe Security
Understand the
Competence Accuracy
Customer
Completeness Timeliness Communication

The 5Q Frame Work for effective Quality Management in Lab

Quality Planning – Provides the

planning step

Quality Lab Process –

Establishes standard process for
doing things

Quality Control – Provides

measures for checking

Quality Assessment – Provides

measures for checking, how
well things are done

Quality Improvement – Provides

mechanism for acting on these
measures.

Quality Assurance Requires

Identification and Elimination of Problem’s cause

Early Detection of problems to avoid their consequences

5 Elements of Quality Assurance are

 Commitment
 Facilities and Resources
 Technical Competence
 Technical Procedures
 Control of Pre Analytical Variables

Dedication to Quality service must be central.

A true commitment is required by Lab Directors, Managers and

Supervisors if the efforts of the lab personnel are to be successful.