Meaning of quality: Meaning of quality changes from 1. Person to person 2.

2. Time to time (Even for the same person) 3. Situation to situation. This makes quality very difficult to define though there are innumerable efforts to do it from the ancient times of Greek philosophers

Definitions of quality. Quality definitions are categorized in broadly in following four categories. A few in each category are given below. 1. Excellence based: The good , the highest form, the highest form of them all Plato A mark of uncompromising standards and high achievements which is both absolute and universally understood Anonymous

2. Value based: Best for certain customer conditions, made up of two elements: 1. Actual use 2. Selling Price - Fiegenbaum A predictable degree of uniformity and dependability at low costs and suited to market Deming. Affordable excellence. Anonymous.

3. Conformance based: Conformance to specifications Shewhart Conformance to requirements Crosby

4.Customer oriented: Fitness for intended use Juran Meeting and exceeding customers expectations. Granroose Totality of features and characteristics of product/service that bears on its ability to satisfy given needs ANSI Totality of features and characteristics of product/service that bears on its ability to satisfy given and implied needs ISO Avoidable loss to the society from the time the product is shipped.

Exercise : 1. Elaborate on strengths and weaknesses of each of the above definitions 2. Which in your opinion is the most satisfactory definition? Why?

Quality terms 1. Quality Characteristics :- Building blocks on which quality of the product/service is based 2. Classification of quality characteristics :- A) Structural, Sensory, Time Oriented, Commercial, Aesthetic and Ethical B) Seriousness Classification Class 1Vital for performance or safety followed by Class II, III, and IV in descending order of importance. 3. Quality Function :- Activity in the supply chain which adds value to the product. 4. Quality Spiral :- Entire set of activities through which fitness for intended use is aceived. Depicted as a speral or Loop due to its continuous nature in order to achieve ongoing product upgradation to cater to ever changing customer expectations. 5. Quality Dimensions :- Performance, Features, Reliability, Conformance, Durability, Serviceability, Aesthetics, Percieved quality. 6. Quality costs :_ Costs incurred in making, finding, correcting or preventing defective products. A) Failure costs :- Internal Failure Costs Scrap, rejections, rework, adjustments, compromises. External failure costs Customer rejections, returns, sorting out and corections at customers end, discounts, fines imposed by customer. B) Appraisal costs :- Inspection & testing C) Preventive costs :- Systems, training, fool-proofing, audits, As preventive costs go up, appraisal and failure costs come down As appraisal costs go up, internal failure costs go up but external failure costs may come down

PRODUCT Product is the output of any process and can take any of the following three forms: Goods Physical or tangible form of a product. Software Instructions or information e.g. computer software package. Service Work performed for someone else. Features of modern products: * Complex * Inter-changeable * Environment friendly * Short life cycle * Highly reliable * Readily available * High precision * Durable * Low user costs * Prone to misuse * Easily maintainable * Competitively priced.

Product Design: A creative process resulting in specifications, drawings, software and/or procedures which form the basis for product features which are required to satisfy the customer requirements. Optimum Design. a) Should meet the entire set of customer Requirements b) Minimize the combined costs for manufacturer and customer.

DEVELOPMENT OF NEW PRODUCTS Market Requirement Development Programme Setting Product Standards Fundamental Design Selection of Purchase Test & Analysis Design of Key Parts Trial Tests

Approval Yes

No Detailed Design

No

Approval Yes

Trial Production & Test

Final Approval

Commercial Production