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QUALITY

Pay Quality Attention

Q-U-A-L-I-T-Y
QUAL I TYQuest for excellence Understanding customer needs Action to achieve customer satisfaction Leadership determination to be a leader Involvement of all people Team spirit to work for common goals Yardstick to measure progress

CUSTOMER AND QUALITY: MAHATMA GANDHI


A Customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not interruption in our work. He is the purpose of it. We are not doing a favor by serving him. He is doing favor by giving us an opportunity to do so. Quality is not expensive. Its priceless.

Quality: Defined

Is a products or services ability to satisfy the needs and expectations of the customer Quality is fitness for use

Joseph Juran

Quality is conformance to requirements - Philip Crosby

Quality: Defined

Degree to which a set of inherent characteristics of a product or service fulfills the requirements. - ISO 9001 Uniformity around a target value. - Genichi Taguchi Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for. - Peter Drucker

FIRST TIME IS THE RIGHT TIME

Getting things right first time; It costs less to prevent a problem than it does to correct it

BENEFITS OF QUALITY

Quality makes customer happy Quality is no longer an order winner, it is merely an order qualifier. Corporate Image Motivated Employees Satisfied Customers Goodwill / Reputation Brand Loyalty Reduction in overall costs

CHANGING VIEWS OF QUALITY


PAST

PRESENT

Quality is the responsibility of workers and direct labour employees working on the product Defects should be hidden from the customers and management Identification of quality problems lead to blame, faulty justification and excuses

Quality is everyones responsibility, including management, workers, the indirect labour force and the overhead staff Defects should be highlighted and brought to the surface for corrective action.

Identification of quality problems lead to improvement in quality

CHANGING VIEWS OF QUALITY


PAST

PRESENT

Defects are caused mainly by the people Increased quality will increase project costs Quality is internally focussed Quality will not occur without close supervision of people

Defects are caused by processes Improved quality reduces overall project costs. Quality is customer focused People want to produce quality products

Quality is inspected at the end of the production cycle

Quality is built in to the product right from the initial phase.

DMENSONS OF QUALTY - GARWIN


Performance:

Will the product/service do the intended job?


How often does the product/service fail? How long does the product/service last?

Reliability:

Durability:

Serviceability:

How easy to repair the product / to solve the problems in service?

DMENSONS OF QUALTY
Aesthetics:

What does the product/service look/smell/sound/feel like?


What does the product do/ service give? What is the reputation of the company or its products/services?

Features:

Perceived Quality:

Safety

Is the product/service safe for the Customer for final use?


Is the product/service made exactly as the designer/standard intended?

Conformance to Standards:

QUALITY IN DIFFERENT AREAS OF SOCIETY


Area
Airlines Health Care Food Services

Examples
On-time, comfortable, low-cost service Correct diagnosis, minimum wait time, lower cost, security Good product, fast delivery, good environment

Postal Services
Academia Consumer Products Insurance Military Automotive Communications

fast delivery, correct delivery, cost containment


Proper preparation for future, on-time knowledge delivery Properly made, defect-free, cost effective Payoff on time, reasonable cost Rapid deployment, decreased wages Defect-free Clearer, faster, cheaper service

COST OF POOR QUALITY


Lost Sales Expediting Higher Risk By User Requirement of Buffer Inventory in the Manufacturing Administration Cost

Customer scorecard impact


Morale Loss Returns and Allowances Unpredictability of Stocks Loss of Goodwill, Brand Image and Reputation Time Value of Money Scheduling Conflict

No. of Set up required on shop floor

FEATURES OF SERVICES

Intangibility Perishability Inseparability Heterogeneity


Service Quality is consistently meeting or exceeding customer expectations (external focus) and service delivery system performance criteria (internal focus) during all service encounters.

MAJOR ASPECTS OF SERVICE QUALITY


1.

2.

3.

4.

5.

6.

7.

Time & Timeliness Customer waiting time, completed on time Completeness Customer gets all they asked for Courtesy Treatment by employees Consistency Same level of service for all customers Accessibility & Convenience Ease of obtaining service Accuracy Performed right every time Responsiveness Reactions to unusual situations

DIMENSION OF SERVICE QUALITY


Dimension
8. Tangibles 9. Convenience

Examples
Were the facilities clean, personnel neat? Was the service center conveniently located?

10. Reliability
11. Assurance 12. Empathy

Was the problem fixed?


Did the customer service personnel seem knowledgeable about the repair? How easily the company is approachable?

PRINCIPLES OF SERVICE QUALITY

Attracting new customers is costlier than retaining existing customer Customer Service costs money Lufthansa Understanding your customer need Process and service design is important Customer service must be consistent Employees are also customer Open all communication channel Every customer contact is a chance to excel

Thank You