Scribd
Upload
62 views

Topic 1

Uploaded by

fadzilxi.s3
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
62 views

Topic 1

Uploaded by

fadzilxi.s3
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
You are on page 1/ 14

TOPIC 1

CONCEPT OF QUALITY

ADS409
Learning Objectives

After studying this chapter, you should be able to:

1. Explain the concept of Quality and Total Quality.


2. Differentiate between the modern and traditional views on Quality.
3. Identify the key elements of Total Quality (TQ).
4. Understand the concept of TQ in the organisations.
Different Responses of Quality

Fast delivery
Perfection Consistency

Providing a good, usable product

Eliminating waste Doing it right the first time

Delighting or pleasing customers

Total customer service and satisfaction

Compliance with policies and procedures


Definitions of Quality
 Quality is a dynamic state associated with products, services, people,
processes, and environments that meets or exceeds expectations and
helps produce superior value (Goetch & Davis, 2016).
 Definitions given by the three most popular quality management gurus:
 Quality is “fitness for use” (Dr. Joseph Juran)
 Quality is “a predictable degree of uniformity and dependability
at low cost and suited to the market (Dr. W. Edwards Deming)
 Quality is “conformance to requirement” (Philip B. Crosby)
Common elements that exist among the
definitions of quality:

 Quality involves meeting or exceeding customer expectations.


 Quality applies to products, services, people, processes and
environments.
 Quality is an ever-changing state (i.e., what is considered quality
today may not be good enough to be considered quality tomorrow).
Quality Assurance
o “Any planned and systematic activity directed towards
providing consumers with products (goods and services) of
appropriate quality, along with confidence that products
meet consumers’ requirements”. (Evans & Lindsay, 2008).

o “Part of quality management focused on providing


confidence that quality requirement will be fulfilled”. (ISO
9000 : 2000).
• QA depends on 2 elements:

1. The design of goods & services


2. The control of quality during the process of manufacturing and service
deliver

Thus, QA can be said as:

• Any action directed toward providing customers with goods and services
of appropriate quality.
• QA is usually associated with measurement and inspection activity.
• Measures that are taken to ensure the products are compatible with
customers’ needs and in an excellent shape.
Quality Control
o “Part of quality management focused on fulfilling quality requirements”
(ISO 9000: 2000).

o Also involve some actions in ensuring quality of the products is maintained.

o Different from Quality Assurance: How?

o Process happens during/after production of goods and services, e.g. one-year


warranty on electrical goods.
 Any control system consists of THREE components:

 A standard / goal.
 A mechanism of measuring accomplishment.
 Comparison of actual results with the standard, along with feedback to
form the basis of corrective action.

 QC should be served as a part of organisational learning --- by using several


approaches such as after-action review, post-mortem or debrief.
Total Quality: Definition
o “An approach to doing business that attempts to maximize the
competitiveness of an organization through the continual
improvement of the quality of its products, services, people,
processes and environments” (Goetsch & Davis, 2016).

o “The unyielding and continually improving effort by


everyone in an organization to understand, meet and exceed
the expectations of customers”. (P&G, quoted by Evans &
Lindsay, 2008).
Total Quality: Key Elements
1. Strategically Based
 Have comprehensive strategic plan.
 Aim to provide sustainable competitive advantage.

2. Customer Focus
 Internally: Quality of people, processes and environments
associated with products and services.
 Externally: quality of products and services delivered.

3. Obsession with Quality


 Become obsessed with meeting/exceeding customers’
expectations.
4. Scientific Approach
 Using hard data to establish benchmarks, monitoring performance and making
improvements.

5. Long-Term Commitment
 Necessary to ensure the total quality is successfully developed in an organization.

7. Teamwork
 Uniting all departments within an organization on quality improvement and turn
the internal competition into external competitiveness.

8. Continual Process Improvement


 A fundamental goal in a total quality setting
 Necessary for continually improved systems.
9. Education and Training
 Represents the best way of continuous improvement for the people.
 Know how to work smart.

10. Freedom through Control


 As a result of well-planned and well-carried-out controls.
 Empowering employees to solve problems within their scope of control.

11. Unity of Purpose


 All employees work toward the common goal.

12. Employee Involvement and Empowerment


 Involvement: possible to attain good decisions and promote ownership of decisions.
 Empowerment: giving an opportunity to voice out and make decision.
Q&A session & Discussion

You might also like