Basic Concepts of Quality - Kibabii University

1 BasicConcepts ofQuality1/28 BasicConcepts ofQualityWhat is Quality ?ATTRIBUTESare used to examples:Beauty,Goodness,Freshness,Expen siveness etcbecause different people perceive these attributesdifferently, the use of attributes to describe qualityis ,therefore needs to be Concepts of QualityATTRIBUTESare used to examples:Beauty,Goodness,Freshness,Expen siveness etcbecause different people perceive these attributesdifferently, the use of attributes to describe qualityis ,therefore needs to be is Quality ?According to the Oxford Dictionary(2003), Quality is defined as being thedegree of excellenceof a thing; relative nature or kind or character of a thing; classorgradeof something determined bythis;3/28 Basic Concepts of QualityAccording to the Oxford Dictionary(2003), Quality is defined as being thedegree of excellenceof a thing; relative nature or kind or character of a thing; classorgradeof something determined bythis;Oxford LearnersOxford LearnersDictionaryDictionaryQuality Defined: ISO 9000:2000 Degree to which a set ofinherentcharacteristicfulfilsrequireme nts( ) Characteristic distinguishing feature, physical, sensory, temporal orfunctional etc ( ) Requirement need or expectation thatis stated or implied or obligatory, or common practice for you!

2 ( )4/28 Basic Concepts of QualityDegree to which a set ofinherentcharacteristicfulfilsrequireme nts( ) Characteristic distinguishing feature, physical, sensory, temporal orfunctional etc ( ) Requirement need or expectation thatis stated or implied or obligatory, or common practice for you!( )Who defines Quality -the Q Lensproductsproductspeoplepeopleprocesse sprocessesLens of theorganisation5/28 Basic Concepts of Qualityprocessesprocessesoutcomesresults benefitsLens of theLens of thecustomercustomerCustomer Surveys on the factors we (customers) are influencedby shows that: 30% consider Quality as a decisive factorto buy(the good name and reputation of a product) 19% were persuadedby just the good name ofmanufacturer 17% by the priceand only price 14% by the product stried and tested features Pay more for Quality among the 17% of only Price 9% on average It costs 5-20 times more to win a new customer thanto keep an existing one 6/28 Basic Concepts of Quality Surveys on the factors we (customers) are influencedby shows that.

3 30% consider Quality as a decisive factorto buy(the good name and reputation of a product) 19% were persuadedby just the good name ofmanufacturer 17% by the priceand only price 14% by the product stried and tested features Pay more for Quality among the 17% of only Price 9% on average It costs 5-20 times more to win a new customer thanto keep an existing one Formal Definition of QualityDegree to which a set of inherentcharacteristicsfulfilsrequiremen ts(ISO 9000:2005 clause ) Characteristic distinguishing feature, physical,sensory, temporal or functional etc ( ) Requirement need or expectation that is stated orimplied or obligatory, custom or common practicefor you! ( )7/28 Basic Concepts of QualityDegree to which a set of inherentcharacteristicsfulfilsrequiremen ts(ISO 9000:2005 clause ) Characteristic distinguishing feature, physical,sensory, temporal or functional etc ( ) Requirement need or expectation that is stated orimplied or obligatory, custom or common practicefor you!

4 ( )What is Quality Management? Quality Management (QM)( )Coordinated activities to direct and control anorganization with regard toquality Management system (MS)( ) System to establish policy and objectives an toachieve those objectives Quality Management system (QMS)( ) Management system to direct and control anorganization with regard toquality8/28 Basic Concepts of Quality Quality Management (QM)( )Coordinated activities to direct and control anorganization with regard toquality Management system (MS)( ) System to establish policy and objectives an toachieve those objectives Quality Management system (QMS)( ) Management system to direct and control anorganization with regard toqualityIs it about Reputation?The reputation enjoyed by anyorganization isitbuilt by: Quality , reliability, delivery;or Concepts of QualityThe reputation enjoyed by anyorganization isitbuilt by: Quality , reliability, delivery;or Reputations, good or bad, can quicklybecome national reputations; Made in Kenya?

5 Made in Japan? The management of the competitiveweapons, suchas qualitycan be learnedlike any other skill, and used to eventuallyturn round poor reputation10/28 Basic Concepts of Quality Reputations, good or bad, can quicklybecome national reputations; Made in Kenya? Made in Japan? The management of the competitiveweapons, suchas qualitycan be learnedlike any other skill, and used to eventuallyturn round poor reputationPerformance objectives for qualityBeing RIGHTB eing FASTQ ualityQualitySpeedSpeed11/28 Basic Concepts of QualityBeing FASTB eing ON TIMEB eing ABLE TO CHANGEB eing PRODUCTIVES peedSpeedDependabilityDependabilityFlexi bilityFlexibilityCostCostDimensions of Basic operating characteristicsBasic operating Extra items added to Basic features Extra items added to Basic Probability product will operate over timeProbability product will operate over Meeting preMeeting pre--established standardsestablished Life span before replacementLife span before replacement12/28 Basic Concepts of Basic operating characteristicsBasic operating Extra items added to Basic features Extra items added to Basic Probability product will operate over timeProbability product will operate over

6 Meeting preMeeting pre--established standardsestablished Life span before replacementLife span before replacementDimensions of Ease of getting repairs, speed & competence ofEase of getting repairs, speed & competence Look, feel, sound, smell or tasteLook, feel, sound, smell or Freedom from injury or harmFreedom from injury or perceptionsOther perceptions Subjective perceptions based onSubjective perceptions based onbrand namebrand name,,advertisingadvertising, etc, etc13/28 Basic Concepts of Ease of getting repairs, speed & competence ofEase of getting repairs, speed & competence Look, feel, sound, smell or tasteLook, feel, sound, smell or Freedom from injury or harmFreedom from injury or perceptionsOther perceptions Subjective perceptions based onSubjective perceptions based onbrand namebrand name,,advertisingadvertising, etc, & TimelinessTime & Timeliness Customer waiting time, completed on timeCustomer waiting time, completed on Customer gets all they asked forCustomer gets all they asked Treatment by employeesTreatment by Same level of service for all customersSame level of service for all & ConvenienceAccessibility & Convenience Ease of obtaining serviceEase of obtaining Performed right every timePerformed right every Reactions to unusual situationsReactions to unusual situationsDimensions of Quality Service14/28 Basic Concepts of & TimelinessTime & Timeliness Customer waiting time, completed on timeCustomer waiting time.

7 Completed on Customer gets all they asked forCustomer gets all they asked Treatment by employeesTreatment by Same level of service for all customersSame level of service for all & ConvenienceAccessibility & Convenience Ease of obtaining serviceEase of obtaining Performed right every timePerformed right every Reactions to unusual situationsReactions to unusual situationsHistorical Development of QMThe development of qualitymanagement can be defined in fourstages:(1) Quality inspection stage (QI) 1920s;(2) Quality control stage (QC) 1950s;(3) Quality assurance stage (QA) 1970s;(4) Total Quality management (TQM)stage15/28 Basic Concepts of QualityThe development of qualitymanagement can be defined in fourstages:(1) Quality inspection stage (QI) 1920s;(2) Quality control stage (QC) 1950s;(3) Quality assurance stage (QA) 1970s;(4) Total Quality management (TQM)stageQuality: meeting requirements Specifications are imprecise meansof conveying subjective aspects, Not everything is measurable, or friendliness Thus, Conformance to requirementsis not necessarily all there is toachieving quality16/28 Basic Concepts of Quality Specifications are imprecise meansof conveying subjective aspects, Not everything is measurable, or friendliness Thus, Conformance to requirementsis not necessarily all there is toachieving quality90%70%60%50%ABC LtdQuality: Customer Satisfaction Customer Satisfaction or is itmeeting requirements?

8 Only true measure of Takes account of bothsubjectiveandobjective interpretationsofneeds and expectations Correct interpretation of needs quality17/28 Basic Concepts of Quality90%70%60%50%ABC Ltd Customer Satisfaction or is itmeeting requirements? Only true measure of Takes account of bothsubjectiveandobjective interpretationsofneeds and expectations Correct interpretation of needs qualityCustomers Changing PerceptionsNeeds and Expectations of customersconstantlychange: Technology Mobile phones Challenges. Legislation EMCA, Procurement Competitor productsWants become demands next time!!!18/28 Basic Concepts of QualityNeeds and Expectations of customersconstantlychange: Technology Mobile phones Challenges. Legislation EMCA, Procurement Competitor productsWants become demands next time!!! Quality and Value Value is not a price tag but measure ofperceived benefits (meet requirements ) Training outcome Functionality but overpriced Value for Money?

9 ???(50cents less) Quality of the complete Quality as Banks(attempt to reduce costs)19/28 Basic Concepts of Quality Value is not a price tag but measure ofperceived benefits (meet requirements ) Training outcome Functionality but overpriced Value for Money????(50cents less) Quality of the complete Quality as Banks(attempt to reduce costs) Quality : the performance objectiveBeing RIGHTB eing FASTQ ualityQualitySpeedSpeed20/28 Basic Concepts of QualityBeing FASTB eing ON TIMEB eing ABLE TO CHANGEB eing PRODUCTIVES peedSpeedDependabilityDependabilityFlexi bilityFlexibilityCostCostQuality: Customer/Supplier ChainsCustomer/SupplierChains There exists in every department,organization, even household a series ofsuppliers and customers Thetypistis a supplier to her supervisor isshe meeting his or her requirements? Iserror free typing set out as wanted, whenwanted?

10 If so then we have a qualitytyping Concepts of QualityCustomer/SupplierChains There exists in every department,organization, even household a series ofsuppliers and customers Thetypistis a supplier to her supervisor isshe meeting his or her requirements? Iserror free typing set out as wanted, whenwanted? If so then we have a qualitytyping ChainsTo achieve customer satisfaction:- identify strengthencustomer supplier chains within Concepts of QualityTo achieve customer satisfaction:- identify strengthencustomer supplier chains within ChainsCustomer/Supplier ChainsOutside OrganisationOutside Organisationustomerustomerustomerustomer upplierupplierupplierupplierSSSSCCCCSSSS CCCCCCCCThe concept of internal andexternal customer-suppliersforms the core of the totalquality approach: A deliberate effort has to bemade to manage not just happen Failure to meet requirementsin any part of a qualitychains have a way ofmultiplying23/28 Basic Concepts of QualityOutside OrganisationOutside Organisationustomerustomerustomerustomer ustomerustomerustomerustomerSSSSCCCC upplierupplierupplierupplierupplieruppli erupplierupplierupplierupplierSSSSSSSSSS SSSSSSCCCCCCCCCCCCCCCCThe concept of internal andexternal customer-suppliersforms the core of the totalquality approach.