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8/3/2019 Background of Quality
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PRODUCTIVITY ANDQUALITY
MANAGEMENTBACKGROUND OF QUALITY AND
HOLISTIC QUALITY MANAGEMENT
[Type the abstract of the document here. The abstract is typically a short
summary of the contents of the document. Type the abstract of the document
here. The abstract is typically a short summary of the contents of the
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2012
SUBMITTED TO:
PROF. P M RAO
2/3/2012
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BACKGROUND OF QUALITY
INTRODUCTION:
World wars have been one of the motivators for
major improvements in manufacturing technologies. The
need is felt to make parts of high accuracies, with close
tolerances. This was not enough for quality improvement.
High level of competition demanded the industries to
analyse as to what is required by customer? this gave
rise to the new outlook for concept of quality. The
product of good quality will only stay in market. In the
monopolistic condition even the product of inferior quality
are sold. That is called as sellers market. In this buyers
have no say over needs and they accept whatever
manufacturer gives.
For examples, the premier fiat car, which
was selling like hot cake in the early 70s, is not produced
today and the factory itself is closed. Today people will
wonder to know that person in India was to wait for as
many as five years to get delivery of car after booking the
same.
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DEFINITION:
Quality is a much more complicated term than it
appears. Dictionary definitions are usually inadequate in
helping a quality professional understand the concept. It
seems that every quality expert defines quality is a
somewhat different way.
There are a variety of perspectives that can be
taken in defining quality (e.g. customer's perspective,
specification-based perspective). Are there
commonalities among these definitions? Is anyone
definition "more correct" than the others? Is one quality
expert "right" and the others "wrong"? Quality
professionals constantly debate this question. The editors
of Quality Digest say that defining the word "quality" is
"no simple endeavour."
Quality may refer to:
Quality (business), the non-inferiority or superiority of
something
Quality (philosophy), an attribute or a property
Quality (physics), in response theory
However, US Government has defined quality
as,conformance to requirements.
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PRODUCT QUALITY:
If a product fulfils the customer expectation, the
customer will be pleased and consider that the product is
of acceptable or even high quality. If his or her
expectations are not fulfilled, the customer will consider
that the product is of low quality. This means that the
quality of a product may be defined as, its ability to fulfil
the customers needs and expectations.
Quality needs to be defined firstly in terms of
parameters or characteristics, which vary from product to
product.
For example:
y For a mechanical or electronic product there are
specifications for performance, reliability, safety andappearance.
y For pharmaceutical product parameters such as
physical and chemical characteristics, medical
effect, toxicity, taste and self life may be important.
y For a food product they will include taste, nutritional
properties, texture, and self life and so on.
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CORRECTION OF QUALITY DEFICIENCIES:
In spite of all the efforts made, the required will
sometimes not be attended and one may be faced with the
pile of scrap and rework. These means that something has
gone wrong during the quality planning and may be also
during the manufacturing process. The reason for the
trouble must be located and permanently corrected so
that it cannot happen again.
The following are obvious possibilities;
y The shop floor operators had no clear idea what
standard of quality was required.
y The machine and equipments were in capable of
achieving the tolerance required.
y The incoming materials and components were
unsatisfactory.
Following quality deficiencies can be solved only
by intervention by the management and workers have
no control over them. One could argue that the
remaining quality problems in manufacturing are
caused in equal proportion by managers and workers
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Thus 85 percent of problems come under
management control, whereas 15 per cent are under
worker control. Here too the worker can only be held
responsible for the defects if:
y He or she knows what he or she supposed to do;
y He or she has the means to influence the result
Experience shows that considerably better result can be
achieved if instead it is ensured that the proper condition
exist for doing good work or getting thing right the firsttime,
For example:
y The product specification must be clear and
unambiguous.
y Everyone must know the consequences of poor work
for the organisation.
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INSPECTION AND QUALITY IMPROVEMENT:
Incoming, In-process final inspection are carries
out as per the need of the design specifications.Inspection is the need of the product quality.
Regular effort has to be taken by the production
and development departments to improvise the quality of
the components.
Japanese have made lot of efforts and come out
with 7QC tools for quality improvement.
They are as follows:
1. Check sheets.
2. Pareto chart.
3. Histogram.
4. Ishikawa method .cause and effect diagram.
5. Flow charts.
6. Scatter diagrams.
7. Control charts.
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SERVICES QUALITY:
Service quality can be defined as the collective
effect of services performances which determine the
degree of satisfaction of a user of the service In other
words, quality is the customer s perception of a delivered
service .By service-quality management ,we refer to the
monitoring and maintenance of end-to end services for
specific customers or classes of customers.
As larger varieties of services are offered to
customers, the impact of network performance on the
quality of services will be more complex .They also must
quantify revenue lost due to service degradation.
SERVQUAL METHODOOGY:
Measuring customer satisfaction is a critical
requirement for much organization, but it does not need to
be a painful one. T.S.P.G. Offer a very useful process formeasuring the overall customer satisfaction of an
organization through the servqual methodology servqual
provides a benchmark based on customer opinions of an
excellent company, on your company, on the importance
ranking of key attributes and on a comparison to what
your employees believe customers feel.
DETAILED INFORMATION ABOUT:
1.Customer comments and suggestion;
2.Your performances levels as perceived by customer;
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INTRODUCTION:
Quality as a concept has been widely used for
the improvement in the performance in the organizations.
In its initial stages it was applied only to the
manufacturing sector, but subsequently it spread to the
services and other sectors.
Holistic Quality:
This study shall start by taking a look at the
history of the quality initiatives and milestones over the
years. There is ample evidence of attention to quality in
the pre-industrial revolution era, as evinced in the legacy
of the Egyptian civilization and others civilizations of that
age. The aspects of service quality are Holistic quality
management. It can be provided with following matters.
y Love and care
y Compassion
y Empathy
y Sense of humour,
y Tacit knowledge
y Knowledge with acquaintance,
y Insight, call it love factor, or L-factor.
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THE JOURNEY OF QUALITY CONCEPT:
It is the journey of moving from good quality
management to holistic quality management. This journey
started in early 1920.
The stages are as follows;
Good quality:
Grand elder-the movement started in 1920. The
demand was more than supply. The goods were made as
per manufacturers will and wish. Customers took the
product as they were available.
Service quality:
Adolescent this movement started in 1970. The
buyers were selective, since they had options. Global
competition was picking up.
Computer software quality:
Today this is in juvenile condition.
Holistic quality:
In baby form today- it recognizes that all
organizations produce both goods and services but in
varying proportions. The customer is buying utility and
needs satisfaction, not goods and services. The serviceoperations are heavily depended on IT.
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WHERE IT IS APPLICABLE?
Quality management is created for quality effort
in the factory or purchasing department. Holistic quality
management is taking it one step further. The acid test is
when the customers notice the difference, which affects
the bottom line.
The consultants and quality gurus should
continue developing the holistic management system in
following aspects.
In the similar style of TQM the systematic efforts
have to be devised. The guidelines will help any desiring
organizations to adopt the holistic quality system.
y Concepts,
y Models
y Methods, etc. in service quality.
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GROUP MEMBERS
NAME ROLL NO.
SHOAIB ANSARI 04
SHASHIKANT CHAUHAN 07
IRFAN KHAN 18
NABEED KHAN 19
NARESH KUNIGIRI 22
SALMAN SHAIKH 46
TALIB SHAIKH 48
SHAHBAAZ SHAIKH 49