Session II Introduction to Quality

7/29/2019 Session II Introduction to Quality

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QUALITY

Pay Quality Attention


2/18

Q-U-A-L-I-T-Y

Q - Quest for excellenceU - Understanding customer needsA - Action to achieve customer satisfaction

L - Leadership determination to be a leaderI - Involvement of all peopleT - Team spirit to work for common goalsY - Yardstick to measure progress


3/18

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 isdoing favor by giving us an opportunity to do so.

Quality is not expensive. Its priceless.


4/18

Quality: Defined

Is a products or services ability to satisfythe needs and expectations of the customer

Quality is fitness for use

Joseph Juran

Quality is conformance to requirements

- Philip Crosby


5/18

Quality: Defined

Degree to which a set of inherent characteristics of aproduct 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 willingto pay for.

- Peter Drucker


6/18

FIRST TIME IS THE RIGHT TIME


7/18

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


8/18

CHANGING VIEWS OF QUALITY

Quality is the responsibility of

workers and direct labour

employees working on theproduct

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, theindirect 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

PAST PRESENT


9/18

CHANGING VIEWS OF QUALITY

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 Quality is inspected at the end of

the production cycle

Defects are caused by processes

Improved quality reduces overall

project costs.

Quality is customer focused

People want to produce quality

products Quality is built in to the product

right from the initial phase.

PAST PRESENT


10/18

DMENSONS OF QUALTY- GARWIN

Performance:

Will the product/service do the intended job?

Reliability:

How often does the product/service fail?Durability:

How long does the product/service last?

Serviceability:

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


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DMENSONS OF QUALTY

Aesthetics:

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

Features:

What does the product do/ service give?Perceived Quality:

What is the reputation of the company or its

products/services?

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

Conformance to Standards:

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

intended?


12/18

QUALITY IN DIFFERENT AREAS

OF SOCIETY

Area

Examples

Airlines On-time, comfortable, low-cost service

Health CareCorrect diagnosis, minimum wait time, lower

cost, security

Food Services

Good product, fast delivery, good environment

Postal Services fast delivery, correct delivery, cost containment

AcademiaProper preparation for future, on-time

knowledge delivery

Consumer Products

Properly made, defect-free, cost effective

Insurance Payoff on time, reasonable cost

Military Rapid deployment, decreased wages

Automotive Defect-free

Communications

Clearer, faster, cheaper service


13/18

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


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FEATURES OF SERVICES

Intangibility

Perishability

Inseparability

Heterogeneity

Service Qualityisconsistently meeting or

exceeding customer expectations (external focus)and service delivery system performance criteria(internal focus) during all service encounters.


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MAJOR ASPECTS OF

SERVICE QUALITY

1. Time & Timeliness

Customer waiting time, completed on time

2. Completeness

Customer gets all they asked for

3. Courtesy

Treatment by employees

4. Consistency

Same level of service for all customers

5. Accessibility & Convenience Ease of obtaining service

6. Accuracy

Performed right every time

7. Responsiveness

Reactions to unusual situations


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DIMENSION OF SERVICE QUALITY

Dimension Examples

8. Tangibles Were the facilities clean, personnel neat?

9. Convenience Was the service center conveniently located?

10. Reliability Was the problem fixed?

11. Assurance Did the customer service personnel seem

knowledgeable about the repair?

12. Empathy How easily the company is approachable?


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PRINCIPLES OF SERVICE QUALITY

Attracting new customers is costlier than retaining

existing customer

Customer Service costs moneyLufthansa

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


18/18

Thank You

Session II Introduction to Quality

Documents

Transcript of Session II Introduction to Quality