QUALITY

ASSURANCE
09/20/16

QUALITY ASSURANCE

By Jagdish
Daksh

INDEX
1.
2.
3.
4.
5.
6.
7.
8.

Quality
Meeting requirements
Quality is a result
Customer satisfaction
Changing customers perceptions
Quality and value
What Quality is Not
Why should an organisation be interested in
quality ?
9. Who is responsible for quality ?
10. How can quality be achieved ?
09/20/16

QUALITY ASSURANCE

QUALITY
BROADEST SENSE
Degree of Excellence.
The extent to which something is fit for its purpose.

NARROW

SENSE

Conformance with requirement.

Freedom from defects or contamination.
Degree of Customer satisfaction.

IN QUALITY MANAGEMENT
Totality of characteristics of a product or services that
bears on its ability to satisfy stated and implied needs.
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QUALITY ASSURANCE

MEETING REQUIREMENTS
Not everything can be reduced to

figures or measurable characteristics.

Characteristics of friendliness or
courtesy in a service industry are
difficult to measure reliably & repeatedly.
Not necessary all there is to achieving
Quality.

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QUALITY ASSURANCE

QUALITY IS A RESULT
Comparison between what was
required and what was provided.
Judged not by the producer but by
the receiver.
Suppliers Product
Output - Service

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QUALITY ASSURANCE

CUSTOMERS
SATISFICATION
True
quality.

measure

of

acceptable

Takes into account both objective

and subjective interpretation of the
needs
and
expectation
of
customers.
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QUALITY ASSURANCE

CHANGING CUSTOMERS
PERCEPTIONS
Needs and expectations are
constantly changing.
Awareness creates new wants.
Wants turn into demands.
Vital for Organisation to constantly
improve Quality.
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QUALITY ASSURANCE

QUALITY AND VALUE

Value is not a price tag.
Measure of the benefits derived
from a product or service for what is
given in return.

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QUALITY ASSURANCE

WHAT QUALITY IS NOT

Not perfection, a standard, a

procedure, a measure or an adjective.
No amount of inspection changes the
quality of a product or service.
Does not exist in Isolation.
Not a specific characteristics.
Value of the characteristics is
unimportant.
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QUALITY ASSURANCE

WHY SHOULD AN ORGANISATION

BE INTERESTED IN QUALITY ?
Belief: Every business exists to make a profit
( Not True).
To create and retain satisfied customers.
No Profit: If Business failed to create and
retain satisfied customers.
Satisfied customers: Providing product &
services which meet customer needs and
expectations.
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WHY SHOULD AN ORGANISATION

BE INTERESTED IN QUALITY ?
Retain: Anticipating future needs &
expectation.
Quality is Vital to the survival of every
enterprises.

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WHO IS RESPONSIBLE FOR

QUALITY?
Our self.
How?
Specifying Quality requirements.
Achieving Quality requirements.
Determining the quality.

Assigning responsibility.
Course of action by QA Manager.
Encouragement
Leadership
Training Tools
Techniques & Performance Data.
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HOW CAN QUALITY BE

ACHEIVED?
Several method to achieve, sustain &
improve Quality.
Collectively known as Quality Management.
Quality Control
Quality Improvement
Quality Assurance
Quality is achieved through a chain of
processes.

Chain starts with Top Management

expressing a
firm commitment to Quality.
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STARTING OF QUALITY
ACHIEVEMENT.
Establish.
Develop & Maintain
( Reliability, Repeatedly & Economically)
Design Products & Services.
Building products & Services.
Verify
Prevent
Discover and eliminate
Less expensive solutions

Operation more efficient and effective

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STARTING OF QUALITY
ACHIEVEMENT
Discover what will delight customers and
provide it.
Techniques to help organization to meet
Goals
Management System.
Philosophies
Methodologies
Tools & Techniques
Measure
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THANK
YOU !

09/20/16

QA

OF GENERAL STORES

16