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o Degree of excellence.

o The totality of features and characteristics of a product or service that bears on its ability to
satisfy stated or implied needs.

o Consistent performance of a uniform product meeting customer’s need for economy and


o Meeting expectation and requirements, stated and

un-stated, of the customer.

“Reduction of variation around mean.”

Quality Identifiers
o Attributes of the product.

o Conformance to the requirement.

o Performance at the user’s end.

o Degree of excellence at an acceptable price.

Quality Assurance
o Planned and systematic actions to provide the confidence that requirements will be met.

o Quality assessment of the quality control activities and validation of the procedures for

determining QUALITY.

o Planned and systematic set of activities to ensure that the variance in processes are clearly

identified, assessed and monitored.

“Work done to ensure Quality into product.”


QA Achieved by

o Identifying what Quality means in context.

o Specifying methods to ensure its presence.

o Specifying ways in which it can be measured to ensure


Quality Control

Quality Control is a procedure or set of procedures intended to ensure

that a manufactured product or performed service adheres to a
defined set of quality criteria or meets requirements of the customer.
“Inspection, analysis and action required to ensure quality of inputs and outputs.”

In-process QC

o To monitor the quality of outgoing streams to

ensure the product on specification at the

manufacturing outlet.

o To ensure the safety for man and machine.


o Sampling at the plant

o Transportation of the sample to the laboratory

o Analysis of the defined quality parameters

o Reporting of the test results to operation

o Corrective action by the operation

o Check sample testing for validating corrective measures


Quality Assessment of Raw Material


o To ensure the right input to the processing unit.

o To enhance the profitability of the organisation.

o To support the price fixing

o Collection of representative samples

o Transportation of the sample to the laboratory

o Analysis of the sample for supply specification

o Releasing the Quality Test report

Effluent Quality Monitoring

o To comply to the statutory requirements of GPCB.

o To monitor the pollutants in the process water.

o To ensure the safety in the reuse of treated water.

o Collection of representative samples

o Transportation of the sample to the laboratory


o Analysis of the sample for key parameters

o Releasing the Test report

Product Development


o To develop the product for customer specific use.

o To add value to the process streams.

o To bring flexibility to blending operation.


o Finalization of the product formulation

o Feasibility study of the commercial production

o Establishing the constraints in achieving quality

o Market study and customer education

o Performance trials at customer’s premises

Customer Relation Management

Who is my customer ?

He is my customer who

o Purchases my products and services,

o Has ever-increasing needs,

o Has `Wish List’ for everything he wants,

o Wants and deserves his money’s worth,


o Pays me for meeting his needs,

o Provides opportunities for me

Why customer needs me ?

He needs me

o To provide for his needs and wants,

o To provide solutions for his problems

Why do I need customer ?

I need customer because

o He is a consumer : My source of revenue

o He demands : My source of innovation

o He increases his needs : My growth

I need him for my survival


o To gain confidence of the customer by providing

more than the quality product.

o To establish a strong bonding with the customer

by providing expertise to solve his problem.

o To explore the ever increasing need of the customer


o Visiting the customer’s premises

o Collection of feedback on the product and services

o Analysis of the feedback


o Implementation of the improvement plan

o Exchanging the knowledge to solve customer’s problem

Quality Management System

Laboratory QMS is based on ISO/IEC 17025:2005

Accreditation by : NABL, Govt of India

Quality Objectives

o Timely feedback to customer

o Knowledge and skill updation of lab personnel

o Strive for the best in the proficiency testing program

o Use of latest technology/method in testing

o Improve safety standard and awareness

o Compliance to ISO/IEC 17025 requirements

o Best laboratory practices