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Basic Concepts of Quality

This document discusses key concepts of quality. It defines quality as the degree to which a product or service meets customer expectations. Quality can be viewed from different perspectives such as quality of design, conformance, performance, features, reliability, durability, serviceability, aesthetics, and safety. Quality is important for customer satisfaction, loyalty, reputation and profitability by reducing costs from defects. Quality is managed through quality planning, control, assurance and improvement with involvement from management and employees. Benefits of quality management include increased customer satisfaction, reduced costs, improved productivity, and innovation.

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19 views7 pages

Basic Concepts of Quality

This document discusses key concepts of quality. It defines quality as the degree to which a product or service meets customer expectations. Quality can be viewed from different perspectives such as quality of design, conformance, performance, features, reliability, durability, serviceability, aesthetics, and safety. Quality is important for customer satisfaction, loyalty, reputation and profitability by reducing costs from defects. Quality is managed through quality planning, control, assurance and improvement with involvement from management and employees. Benefits of quality management include increased customer satisfaction, reduced costs, improved productivity, and innovation.

Uploaded by

usama.zahoor38285
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BASIC CONCEPTS OF

QUALITY
Prepared By: Usama Zahoor
What is Quality?
◦ Quality is a term that is used to describe the degree of excellence of a product or service, or the extent to which it
meets the requirements or expectations of the customers or stakeholders.
◦ Quality can be defined in different ways, depending on the perspective and context of the user or provider.
Some common definitions of quality are:
◦ Quality of design: the level of characteristics that the designers specify for a product or service.
◦ Quality of conformance: the degree to which the design specifications are followed during production or delivery.
◦ Quality of performance: the basic operating characteristics of a product or service, such as the brightness of the
picture or the speed of the service3.
◦ Quality of features: the secondary characteristics that add value to a product or service, such as remote control or
free delivery.
◦ Quality of reliability: the consistency of performance over time, or the probability of a product or service to function
without failure.
What is Quality? (Cont.)
◦ Quality of durability: the life span of a product or service before it needs to be replaced or repaired.
◦ Quality of serviceability: the ease of getting repairs, maintenance, or support for a product or service.
◦ Quality of aesthetics: the look, feel, sound, smell, or taste of a product or service, or how it appeals to the senses.
◦ Quality of safety: the freedom from injury or harm that a product or service provides to the users or the environment.
◦ Quality of other perceptions: the subjective impressions that a product or service creates in the minds of the
customers or stakeholders, based on factors such as brand name, reputation, advertising, or word-of-mouth.
Why Quality is Important?
◦ Quality is important because it affects the satisfaction, loyalty, and trust of the customers or stakeholders,
which in turn influences the reputation, competitiveness, and profitability of the organization that provides
the product or service.
◦ Quality is also important because it helps to reduce the costs and risks associated with defects, errors,
failures, or non-conformities, which can lead to customer complaints, returns, recalls, rework, waste, or
litigation.
◦ Quality is also important because it contributes to the continuous improvement and innovation of the
products or services, which can enhance the value and performance that they deliver to the customers or
stakeholders.
How is Quality Managed?
◦ Quality management is the coordinated activities to direct and control an organization with regard to quality.
Quality management involves four main components:
1. Quality planning: the process of establishing the quality objectives, policies, standards, and procedures for the
organization and its products or services.
2. Quality control: the process of monitoring, measuring, and evaluating the quality of the products or services, and
taking corrective actions when necessary.
3. Quality assurance: the process of providing confidence that the quality requirements are fulfilled, and that the
quality management system is effective and efficient.
4. Quality improvement: the process of identifying and implementing opportunities to enhance the quality of the
products or services, and the quality management system1.
◦ Quality management requires the involvement and commitment of the top management, the employees, and the
customers or stakeholders of the organization.
◦ Quality management also requires the use of appropriate methods and tools, such as quality audits, quality reviews,
quality tests, quality indicators, quality models, quality standards, quality certifications, or quality awards.
What are the Benefits of Quality
Management?
Quality management can bring many benefits to the organization and its products or services, such as:
◦ Increased customer satisfaction and loyalty.
◦ Enhanced reputation and image.
◦ Improved market share and competitiveness.
◦ Reduced costs and waste.
◦ Increased productivity and efficiency.
◦ Improved risk management and compliance.
◦ Enhanced innovation and learning.
◦ Improved employee motivation and engagement.
◦ Improved stakeholder relationships and trust.
Thanks for Your Time!
If you have any query regarding Quality Management & Lean
Manufacturing, Lean Six Sigma Projects then let me know at
[email protected]

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