Quality, though familiar to everyone, is one of the most important issues that all sectors have focussed on in the last 20-30 years. As markets have become much more competitive, quality has become a key ingredient for sucess in today's business. Quality has become a prime focus of business attention because of the impact it has on sustained perfomance and customer satisfaction. the quality movement has been growing throughout the world for many years now. Thus, quality is the need of the hour; crux of the time; and the present dharma of all.
Meaning of quality
Quality is a relative term. it is generally used with reference to the end use of the product. For example, one could argue that a gear used in wrist watch is of better quality than a gear used in automobile gear boxes. But both the gears are considered of good quality if they perform satisfactorily the intended functions. thus the quality is defined as the fitness for use/purpose at the most economical level.
Different views of quality
From the user's point of view, quality is an expression of the products/ services usefulness in meeting the needs and expectations and its reliability, safety, durability and so on.
From the production point of view, the quality of a product is measured by the quality of its performance which depends on the quality of design and the quality of conformance.
Meaning of quality
Quality is a relative term. it is generally used with reference to the end use of the product. For example, one could argue that a gear used in wrist watch is of better quality than a gear used in automobile gear boxes. But both the gears are considered of good quality if they perform satisfactorily the intended functions. thus the quality is defined as the fitness for use/purpose at the most economical level.
Different views of quality
From the user's point of view, quality is an expression of the products/ services usefulness in meeting the needs and expectations and its reliability, safety, durability and so on.
From the production point of view, the quality of a product is measured by the quality of its performance which depends on the quality of design and the quality of conformance.
Quality definitions
Quality has been defined in various ways and some of the important definitions are
- Quality is a predictable of uniform and dependability, at low cost and suited to the market.
- Quality is fitness for use.
- Quality is conformance to requirements.
- Quality is the loss imparted by a product to society from the time product is shipped.
- Quality is in its essence, a way of managing the organization.
- Quality is correcting and preventing loss, not living with loss
- The universally accepted definition of quality which is provided by ISO, is as follows: “Quality is the totality of characteristics of an entity that bear on its ablity to satisfy stated and implied needs”.
Quality can be quantified as follows:
Q = P / E
Where
Q = Quality
P = Performance
Q = Quality
P = Performance
E = Expectations
Dimensions of quality
- Performance
- Features
- Conformance
- Reliability
- Durability
- Service
- Response
- Aesthetics
- Reputation
These dimensions are somewhat independent. Therefore a product can be excellent in one dimension and average or poor in another. Rarely very few products excel in all nine dimensions. For example, the famous Japanese high quality cars, in the 1970s, are based only on the dimensions of reliability, conformance, and aesthetics.
Therefore, quality products can be determined by using a few of the dimensions of quality.
Quality planning
Quality planning attempts to meet the quality needs of the customers. In order to meet these customer needs a quality planning road map can be prepared, as shown.
- The road map consists of structured and sequential steps.
- Output of each preceding activity or step becomes the input for the next step and so on.
- This quality planning road map is applicable to all industries in both the manufacturing and service sectors. It is applicable at all levels in an organization, such as corporate, division, department, job and in all functional area such as marketing, finance, production / operations and human resources.
The quality planning road map can be applied at the following levels:
- Supervisory and worker level,
- Functional level,
- Multifunctional systems, and Major programmes
