Importance of chemical quality control, quality assurance ...
IMPORTANCE OF QUALITY IN TODAYÆS BUSINESS ENVIRONMENT
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Transcript of IMPORTANCE OF QUALITY IN TODAYÆS BUSINESS ENVIRONMENT
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IMPORTANCE OF QUALITY IN TODAYS
BUSINESS ENVIRONMENT
Group Members:-
Amit Agarwal(101)Anjni Agarwal(103)
Kanishk Gupta(116)
Aashutosh Jakhodia(125)
Tanmay Khandelwal(129)
Robin Mukesh Gupta(136)
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EARLIER BUSINESS ENVIRONMENT
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CURRENT BUSINESS ENVIRONMENT
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QUALITY
Meeting or exceeding our customers expectations
Delivering high performing, safe, and most reliable
products and solutions in our industry
Fitness for use
Non-inferiority or superiority of something
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QUALITY MANTRA
y "Quality is doing right thing first time , every
time and all time
y Right specifications,Right Time, Right Price
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MYTHS
Quality is more expensive than can be justified
by the return.
Quality is too difficult to achieve and maintain.
We already produce high quality.
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Quality
Design
Product
ProcessSystem
Service
QUALITY NEEDS
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EVOLUTION OF TOTAL QUALITY
MANAGEMENT
Inspection
QualityControl
QualityAssurance
Totalqualitycontrol
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KANO MODEL-
CustomerSatisfied
Customer
dissatisfied
Need
Fulfilled
Need
Not Fulfilled
Performance
Excitement
Basic
Indifference
Relationship between Product Development
& Customer Satisfaction
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WHY IS QUALITY IMPORTANT
Customers expect Quality Products/Services
Need to be able to measure our progress
To achieve World Class Status
We need to get better to compete
Tough competition
Educated customer
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BENEFITS OF QUALITY
Higher customer satisfaction
Reliable products/services
Better efficiency of
operations
More productivity & profit
Better morale of work force
Less wastage costs
Less Inspection costs
Improved process
More market share
Spread of happiness &
prosperity
Better quality of life for all
Competitive advantage
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CustomerNeeds
StatedDesign as
per customerRequirement
Implied
Supply
Of rightspecification
On righttime
At rightPrice
Manufacturing
First Time-Every Time-All Time
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QUALITY LOOP
Customer
Design
Purchase
Store
ProductionQualityControl
Packing
Dispatch
TacticalSupport
Marketingand Sales
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QUALITY GAPS
Expectation PerceptionPerceived quality is poor
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LOSS DUE TO BAD QUALITY
Tangible
Higher Rejection
Higher Rework
Higher Customer Complains
Less Productivity
Intangible
Credit worthiness
Department to Department quarrels
Less interest in work
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DIMENSIONS
1. Performance - main characteristics of
the product/service
2. Aesthetics - appearance, feel, smell,
taste
3. Special Features - extra characteristics
4. Conformance - how well product/service
conforms to customers expectations
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DIMENSIONS
5. Reliability - consistency of performance
6. Durability - useful life of the
product/service
7. Perceived Quality - indirect evaluation
of quality (e.g. reputation)
8. Serviceability - service after sale
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EXAMPLES OF QUALITY DIMENSIONS
Dimension
1. Performance
2. Aesthetics
3. Special features
(Product)
Automobile
Everything works, fit &finish
Ride, handling, grade ofmaterials usedInterior design, soft touch
Gauge/control placementCellular phone, CDplayer
(Service)
Auto Repair
All work done, at agreedprice
Friendliness, courtesy,Competency, quicknessClean work/waiting area
Location, call when readyComputer diagnostics
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EXAMPLES OF QUALITY DIMENSIONS
Di nsi n
5. R li bilit
6.Dur bilit
7. P rc iqualit
8. r ic abilit
(Pr uct)ut bil
Infr quenc f breakdowns
Useful life in iles, resistanceto rust & corrosion
Top-ratedcar
Handling ofcomplaintsand/orrequests for information
( erice)utoRepair
Workdonecorrectl ,readywhenpromised
Workholdsupovertime
ward-winning servicedepartment
Handlingof complaint
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COST OF QUALITY
Failure Costs - costs incurred by defective arts/products or
faulty services.
Internal Failure Costsy Cost incurred due to non-conformance
y Includes
Scrap & rework costsCost of corrective action
Downgrading cost
External Failure Costsy Occur when poor products reach customer
y IncludeCost of customer complaints and returns
Product recall cost
Warranty claims cost
Product liability cost
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COST OF QUALITY- CONTINUED
A
ppraisal Costsy Cost incurred in measurement & analysis of data in
order to detect & correct problem
y Includes
Cost of maintaining, testing and inspection
Process control costs
Prevention Costs
y Cost associated with time spend in planning the
quality system
y Consists of the followingProcess control cost
Information system cost
Training cost
General management cost
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THANK YOU.