background of quality

8/3/2019 Background of Quality

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PRODUCTIVITY ANDQUALITY

MANAGEMENTBACKGROUND OF QUALITY AND

HOLISTIC QUALITY MANAGEMENT

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2012

SUBMITTED TO:

PROF. P M RAO

2/3/2012


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BACKGROUND OF QUALITY

INTRODUCTION:

World wars have been one of the motivators for

major improvements in manufacturing technologies. The

need is felt to make parts of high accuracies, with close

tolerances. This was not enough for quality improvement.

High level of competition demanded the industries to

analyse as to what is required by customer? this gave

rise to the new outlook for concept of quality. The

product of good quality will only stay in market. In the

monopolistic condition even the product of inferior quality

are sold. That is called as sellers market. In this buyers

have no say over needs and they accept whatever

manufacturer gives.

For examples, the premier fiat car, which

was selling like hot cake in the early 70s, is not produced

today and the factory itself is closed. Today people will

wonder to know that person in India was to wait for as

many as five years to get delivery of car after booking the

same.


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DEFINITION:

Quality is a much more complicated term than it

appears. Dictionary definitions are usually inadequate in

helping a quality professional understand the concept. It

seems that every quality expert defines quality is a

somewhat different way.

There are a variety of perspectives that can be

taken in defining quality (e.g. customer's perspective,

specification-based perspective). Are there

commonalities among these definitions? Is anyone

definition "more correct" than the others? Is one quality

expert "right" and the others "wrong"? Quality

professionals constantly debate this question. The editors

of Quality Digest say that defining the word "quality" is

"no simple endeavour."

Quality may refer to:

Quality (business), the non-inferiority or superiority of

something

Quality (philosophy), an attribute or a property

Quality (physics), in response theory

However, US Government has defined quality

as,conformance to requirements.


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PRODUCT QUALITY:

If a product fulfils the customer expectation, the

customer will be pleased and consider that the product is

of acceptable or even high quality. If his or her

expectations are not fulfilled, the customer will consider

that the product is of low quality. This means that the

quality of a product may be defined as, its ability to fulfil

the customers needs and expectations.

Quality needs to be defined firstly in terms of

parameters or characteristics, which vary from product to

product.

For example:

y For a mechanical or electronic product there are

specifications for performance, reliability, safety andappearance.

y For pharmaceutical product parameters such as

physical and chemical characteristics, medical

effect, toxicity, taste and self life may be important.

y For a food product they will include taste, nutritional

properties, texture, and self life and so on.


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CORRECTION OF QUALITY DEFICIENCIES:

In spite of all the efforts made, the required will

sometimes not be attended and one may be faced with the

pile of scrap and rework. These means that something has

gone wrong during the quality planning and may be also

during the manufacturing process. The reason for the

trouble must be located and permanently corrected so

that it cannot happen again.

The following are obvious possibilities;

y The shop floor operators had no clear idea what

standard of quality was required.

y The machine and equipments were in capable of

achieving the tolerance required.

y The incoming materials and components were

unsatisfactory.

Following quality deficiencies can be solved only

by intervention by the management and workers have

no control over them. One could argue that the

remaining quality problems in manufacturing are

caused in equal proportion by managers and workers


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Thus 85 percent of problems come under

management control, whereas 15 per cent are under

worker control. Here too the worker can only be held

responsible for the defects if:

y He or she knows what he or she supposed to do;

y He or she has the means to influence the result

Experience shows that considerably better result can be

achieved if instead it is ensured that the proper condition

exist for doing good work or getting thing right the firsttime,

For example:

y The product specification must be clear and

unambiguous.

y Everyone must know the consequences of poor work

for the organisation.


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INSPECTION AND QUALITY IMPROVEMENT:

Incoming, In-process final inspection are carries

out as per the need of the design specifications.Inspection is the need of the product quality.

Regular effort has to be taken by the production

and development departments to improvise the quality of

the components.

Japanese have made lot of efforts and come out

with 7QC tools for quality improvement.

They are as follows:

1. Check sheets.

2. Pareto chart.

3. Histogram.

4. Ishikawa method .cause and effect diagram.

5. Flow charts.

6. Scatter diagrams.

7. Control charts.


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SERVICES QUALITY:

Service quality can be defined as the collective

effect of services performances which determine the

degree of satisfaction of a user of the service In other

words, quality is the customer s perception of a delivered

service .By service-quality management ,we refer to the

monitoring and maintenance of end-to end services for

specific customers or classes of customers.

As larger varieties of services are offered to

customers, the impact of network performance on the

quality of services will be more complex .They also must

quantify revenue lost due to service degradation.

SERVQUAL METHODOOGY:

Measuring customer satisfaction is a critical

requirement for much organization, but it does not need to

be a painful one. T.S.P.G. Offer a very useful process formeasuring the overall customer satisfaction of an

organization through the servqual methodology servqual

provides a benchmark based on customer opinions of an

excellent company, on your company, on the importance

ranking of key attributes and on a comparison to what

your employees believe customers feel.

DETAILED INFORMATION ABOUT:

1.Customer comments and suggestion;

2.Your performances levels as perceived by customer;


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INTRODUCTION:

Quality as a concept has been widely used for

the improvement in the performance in the organizations.

In its initial stages it was applied only to the

manufacturing sector, but subsequently it spread to the

services and other sectors.

Holistic Quality:

This study shall start by taking a look at the

history of the quality initiatives and milestones over the

years. There is ample evidence of attention to quality in

the pre-industrial revolution era, as evinced in the legacy

of the Egyptian civilization and others civilizations of that

age. The aspects of service quality are Holistic quality

management. It can be provided with following matters.

y Love and care

y Compassion

y Empathy

y Sense of humour,

y Tacit knowledge

y Knowledge with acquaintance,

y Insight, call it love factor, or L-factor.


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THE JOURNEY OF QUALITY CONCEPT:

It is the journey of moving from good quality

management to holistic quality management. This journey

started in early 1920.

The stages are as follows;

Good quality:

Grand elder-the movement started in 1920. The

demand was more than supply. The goods were made as

per manufacturers will and wish. Customers took the

product as they were available.

Service quality:

Adolescent this movement started in 1970. The

buyers were selective, since they had options. Global

competition was picking up.

Computer software quality:

Today this is in juvenile condition.

Holistic quality:

In baby form today- it recognizes that all

organizations produce both goods and services but in

varying proportions. The customer is buying utility and

needs satisfaction, not goods and services. The serviceoperations are heavily depended on IT.


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WHERE IT IS APPLICABLE?

Quality management is created for quality effort

in the factory or purchasing department. Holistic quality

management is taking it one step further. The acid test is

when the customers notice the difference, which affects

the bottom line.

The consultants and quality gurus should

continue developing the holistic management system in

following aspects.

In the similar style of TQM the systematic efforts

have to be devised. The guidelines will help any desiring

organizations to adopt the holistic quality system.

y Concepts,

y Models

y Methods, etc. in service quality.


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GROUP MEMBERS

NAME ROLL NO.

SHOAIB ANSARI 04

SHASHIKANT CHAUHAN 07

IRFAN KHAN 18

NABEED KHAN 19

NARESH KUNIGIRI 22

SALMAN SHAIKH 46

TALIB SHAIKH 48

SHAHBAAZ SHAIKH 49

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