Академический Документы
Профессиональный Документы
Культура Документы
QUALITY
Definitions
These definitions talk about quality meeting pre-set criteria. It is all about
conforming to known requirements.
Definitions
Joseph M. Juran: "Fitness for use." Fitness is defined by the customer.
Noriaki Kano and others, present a two-dimensional model of quality: "must-be quality" and "attract
Definitions
Robert Pirsig: "The result of care."
Genichi Taguchi:
a. "Uniformity around a target value."
Taguchi talks about lack of variations against set parameters. As attaining 100%
perfection is impossible in real life situations, so Taguchi talks about getting as closer
to perfection as possible. Moreover, Taguchi harps on the issue of cost to the society
in the long run if there is bad quality in a product or service. Let us take an example
of a spurious quality electric iron. The iron may lead to spoiling the cloth, higher
electricity bill, and even electric shock.
Definitions
American Society for Quality:
"A subjective term for which each person has his or her own definition.
The definition by American Society talks about subjectivity of quality. For a rural
person traveling in a rickety bus can mean comfort, while for the jet-set people an
AC taxi will give the bare minimum comfort.
Quality of a product or service refers to the perception of the degree to which the
product or service meets the customer's expectations.
Quality has no specific meaning unless related to a specific function and/or object.
Quality is a perceptual, conditional and somewhat subjective attribute.
Dimensions of Quality
Reliability: Lineage
The top most dimension of quality is the functionality of a product. For example a
mixer grinder should be able to grind the hard turmeric, otherwise three speed gear
box is of no use to the end user.
Features are like add on benefits, like fancy attachments provided with the mixer
grinder.
A pleasant look will always add value to the product. If the mixer is from USHA or
PHILIPS then it will help the customer in buying decision.
Take the example of Maruti service centre advt which talks about the possibility of
finding one in the remotest corner of India. This is about reliability and serviceability.
The product should be safe and can be handled with kid’s globes. Popularity of
Windows over other operating systems is a good example of user friendliness
winning over customers.
Apple i-Pod has options of changing skin which is ideal for the target group shows
the power of customizability in winning over customers.
Quality Planning
Planning for quality starts with setting quantifiable and measurable targets. While
doing this the organization needs to keep customer’s wants in mind. Once the quality
objective is decided it is important to think about the market feasibility of the
product. TATA Nano can prove if Ratan Tata was wrong or right when he planned for
the people’s car of India.
Once everything is planned the organization needs to asses its capability to deliver
the target quality. If there is gap in capability then the organization needs to fill that
gap by upgrading to the required technology and skill sets.
Before planning for Chandrayan ISRO must have thought about its capabilities to
build and deliver such a spacecraft.
A ranking chart should be developed to finalize the most important aspect of quality
planning and more focus should be given to that aspect.
Communicating the target and plan to frontline people is important because they are
the people who will implement everything in the real life situation. They should be
properly convinced before starting the new course.
Plan to monitor the progress of quality programme is important. This can be done by
devising ways and means to monitor progress and finding and correcting deviations.
Costs of Quality:
1. Cost of Appraisal
2. Cost of Prevention
3. Cost of Failure
Costs of Appraisal:
Inspection,
Testing,
Monitoring
Control
This is about assessing the current situation. This will involve man-hour and
resources.
Costs of Prevention:
Costs of failure:
Customer complaints
Product service
Time to time comparison: Comparing one quarter’s operations with the previous
quarter’s operations.
The comparative analysis of cost of quality can give an idea about where to focus
more to improve further.
Objective:
2. Totality of functions
10. Demanding total commitment from all in the organization towards the
achievement of the objective.
Total means 100%, so TQM is about managing all aspects of quality and ultimate
goal should be the ‘Total Customer Satisfaction’.
Every functional area should stick to the quality plan of the organization and strive to
attain the planned quality target.
Each offering from the organization should be of optimum quality. Because, “one
rotten apple can spoil the whole basket.”
An ill tempered receptionist can turn away potential customers from a nice 5-star
hotel. So people and process should match the quality of the product being offered
by the organization.
A satisfied employee will always bring a satisfied customer, so internal customers are
also important. All hygiene factors and motivation factors should be maintained to
satisfy the needs of the internal customer.
Everybody, right from the shop-floor employee to the top management, should have
total commitment to the predetermined quality goals.
HISTORY
• 1946 American Society for Quality Control formed later changed to American
Society for Quality
Think about quality concept which a road side trinket seller may be having.
Think about the quality concept your neighbourhood barber may be having.
Think about the quality concept which the nearby Domino’s may be having.
One can get every bit of history of quality in a wonderful country like India.
3. Improper Planning
If the top management takes quality as a form of window dressing then the
organization is not going to attain the desired goal. Companies which maintain
quality only during the time of inspection by ISO personnel can’t achieve quality
goals.
As quality is a continuous and never ending process, so is the training. Even the
whole lifetime is not enough for complete learning. So training should go on forever.
This is important because customer’s preferences keep on changing. SONY can be a
good example of an organization keeping pace with customer’s preference change.
SONY tape-recorder made the gramophone an obsolete product. Later on WALKMAN
changed the way for portable music. At present even WALKMAN is an obsolete
product and SONY sells MP3 players by the same brand name.
People should not live in silos. They should come out to facilitate better interactions
to share knowledge.
People should be empowered to sort out issues. This will reduce the throughput time.
Obviously accountability is important along with empowerment. If a frontline
personnel is empowered to sort out customer’s problems then it will save precious
time of the top management.
SUMMARY:
Quality is having different meanings for different people. In spite of this any
organization aiming for sustainable competitive advantage needs to assess
customer’s needs to fix a quality objective. Immaculate planning is required to attain
the pre decided quality goals. Proper monitoring and people’s involvement can
ultimately enable an organization to achieve the desired results. In the long run the
good quality always wins the customer’s heart.