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Slide 8 QUALITY
In totality quality means
Definitions
conformance to pre-set criteria as
Quality of a product or service
refers to the perception of the
well as ability to satisfy the end
degree to which the product or
service meets the customer's
user. If a pen is unable to write then
expectations.
expectations.
the diamond studded on it is of no
Quality has no specific meaning
unless related to a specific
use.
function and/or object. Quality is
a perceptual, conditional and
somewhat subjective attribute.
Customer complaints
Product service
Slide 21
QUALITY
Base for Analysing Costs of
Quality
Number of units produced in a
time period
Net sales for that period
Total direct labour costs for
that period
Value added (net sales minus
the direct material cost)
Slide 22 Total means 100%, so TQM is about
QUALITY managing all aspects of quality and
Total Quality Management ultimate goal should be the ‘Total
Objective:
Total customer satisfaction
Customer Satisfaction’.
Totality of functions
Every functional area should stick to
Total range of products and
services
the quality plan of the organization
and strive to attain the planned
quality target.
Improving profits,
profits, as well as generating
process. Retaining external
new business for the future.
customer is important to get repeat
Involving everyone in the organization
in the attainment of the said
objective.
sales.
Demanding total commitment from all
in the organization towards the
achievement of the objective. Everybody, right from the shopfloor
employee to the top management,
should have total commitment to the
predetermined quality goals.
Slide 25 Think about quality concept which a
QUALITY road side trinket seller may be
HISTORY
Effect of Industrialisation on workmanship
•
having.
•W.A. Shewart (1924) Statistical charts for Bell
Tele