Quality in all functions

For an organization to be truly effective, each of its components must work properly together. Each part, each activity, each person in the organization affects and is in turn affected by others. Errors have a way of multiplying, and failure to meet the requirements in one part or area creates problems elsewhere, leading to get more errors, yet more problems and so on. The benefits of getting it right first time everywhere are enormous.

Every experiences-almost accepts-problems in working life. This causes people to spend a large part of their time on useless activities – correcting errors, looking for thing, so on. The list is endless, and it is estimated that about one-third of our efforts are still wasted in this way. In the service sector it can be much bigger.

Quality, the way we have defined it as meeting the customer requirements, gives people in different functions of an organization a common language for improvement. It enables all the people, with different abilities and priorities, to communicate readily with one another, in pursuit of a common goal. Business is now so complex and employees so many different specialist skill that everyone has to rely on the activities of others in doing their jobs.

Management that rely heavily on exhortation of the workforce to do the right job right the first time, or accept the quality is your responsibility, will not only fail to achieve quality but may create division and conflict. These calls for improvement infer that problems are departmental or functional when, in fact, the opposite is true – most problems are interdepartmental. The commitment of all member of an organization is a requirement of organization-wide quality improvement: everyone must work together act every interface to achieve improved performance and that can only happen if the top management is really committed.

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prepared by: Puja keshari

  

Building the Quality

The quality can be build through two ways,

i)Quality of design:

the quality of design is based on the use of market research to identify the product characteristics which commute quality to customers. Quality design begins with customer research and sales call analysis and is followed by the development of adequate specifications, here the focus is to develop products and service that can meet the customer needs at a given cost. This process of developing a product demands effective cross- pollination of idea among the marketing, sales, services, manufacturing, research and development department. Consumer research and service call analysis are at the customer needs, both current and future while sales call analysis investigates the problems users face with the way the product performs.

ii) Quality of conformance:

quality of conformance deals with translating user based characteristics into identifiable product attributes. It refers to the stent to which a firm and its suppliers can create products with a predictable degree of dependability and uniformity at a given cost in keeping with the quality requirements determined by the study on quality of design once the specifications have been, organizations must continuously strive to improve on these specifications.

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prepared by: Puja keshari

Managing quality

Managing quality means to identify and administration activities needed to achieve the quality objectives of an organization. It is important to understand quality management which is concerned with controlling activities with the aim of ensuring that product and services are fit for their purpose and meet the specifications.

There are two main part of quality management,

a)Quality is a measure of how closely a good or services conform to the specified standard.

b) Quality standards may be any one or combination of attributes and variables of the product being manufactured.

To achieve the quality there is need of a series of activities of checking, testing, inspecting or measuring – the ritual pouring on of quality throughout the process and it must be an integrate part of the production process.

To get away from the tendency to such into the detection the fault, it is necessary to use the standardized method, appropriate supply chain technique, appropriate design and documentation, materials and equipment, suitable skills, instruction and leadership, and a satisfactory overall process.

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prepared by: Puja Keshari

Quality starts with understanding the needs:

It is obvious that cannot survive without satisfying customer. Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome) in relation to his or her expectations.

Satisfaction is the customer’s entire expectation with product, service and associates that determines his or her deliration of satisfaction. Satisfaction is based upon the customer’s perception of the experience. This perception is his/her interpretation of the value received played back against expectations. Interactions with the customer, the promise made to the customer in there conversations, the customer expectation generated in these conversations, and the actions we take that are consistent with those expectations combine to produce a declaration of satisfaction.

Therefore, it is essential to manage these aspects of business in a proactive manner to excel at customer satisfaction. The organization should always try to meet the external customer’s needs and as many of their wants as possible. There are a variety of ways in which we can identify an external customer needs.

• ·       By discussion their needs with them
• ·       By asking for customer feedback
• ·       By analyzing complaints
• ·       Through staff feedback
• ·       Carrying out market research
• ·       Through customer surveys 

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Understanding and building the quality chain

Quality chain is the series of chain inter-relating different departments within and outside the organization. It is a continuous process. Quality chain is a continuing improvement philosophy.

The customer are the valuable assets for any organization. The success of the organization depends on the satisfied customer of it. The satisfied customer tends to purchase frequently and more. The customer satisfaction is one of the major criterion for quality management system. Since, customer satisfaction is subjective, it is hard to measure. Identifying the customer expectation is the key to satisfy the customer. If we can develop the concept of series of customer and suppliers in each work in process of the production line or in series, the ultimate product and service will be prominent. Such customer within the organization can be named as internal customer. An internal customer is a vital and unavailable factor in the organization. All function either engineering, order processing, or production has an internal customer each receive an product or service and in exchange provide a product or service.

In each level of customer there should be a basic question to be asked to satisfy them, they are: what do they need from me? What do you do within my output? And are there any gaps between what you need and what you get? The quality management system begins with the basic need of ensuring that the external customer’s requirements are adequately measured. Customer satisfaction will result in customer loyalty. The customer loyalty can be sustain only  by maintaining a favorable comparison when compared with  competitors.

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prepared by: Puja keshari

Quality, Competitiveness and customer

Quality is a key device to market share and quality have to be integrated to all aspects at a successful organization. Efficient production of quality goods and service is a challenge for most business today. It is a function to build product features and offers freedom from defiance while incurring profit by closing the customer gap and delighting the customer. Quality is the most important competitive weapons of an organization.

Competitiveness is the ability of an organization to compete with other organization. Organizations compete with one another in terms of quality, reliability, delivery, and price. The main objective of the organization is to satisfy customers and earn profit. Organization delights the customer by consistently meeting customer requirements and then achieves a reputation of excellence and customer loyalty.

Customers are those individual who buy the products or services of the organizations. Customers are always in search of such quality products which fulfill their need at minimum cost. Customers are satisfied when they get quality and reliable products or services.

In this world competition, it has become absolutely necessary for businessman to keep a continuous watch over the quality of the goods or service provided. Having once bought the product or getting served once if the customer feel satisfied with regards to its quality, price etc.

A kind of goodwill for the product or service is developed which helps to increase the sales. However, if the consumers are not happy with the quality of the product or services and their complaints are not given proper attention, it will be impossible for the manufacturer to be continued in the market.

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Concept of Quality

Quality is a key driver to market share and quality will have to be integrated to all aspects of a successful organization. Efficient production of quality goods & services is a challenge for most business today. Quality is derived from the latin ‘qualita’ which means an attribute or a property. Quality refers to meeting the product requirements. Increasing the quality of conformance usually results in choosing the producers gap. It enables meeting the product requirements. It is the degree of fitness permitting use. It is a function to build product features and offer freedom from deficiencies while insuring profit by closing the customer gap delighting the customer.

        

 Quality can be defined under different heads.

i)Conformance to specifications: How well a product or service meets the large and tolerance determined by its designer.

ii) Fitness for use: A definition of quality that evaluates how well the product performance for its intended use.

iii) Value for price paid: Quality defined in terms of product or services usefulness for the price paid. It combines economic criteria.

iv) Support services: Quality defined in terms of the support provided after the product services are purchased.

Some writer definitions of Quality,

“Quality should be aimed at the needs of the customer, present and future.”

-         Dr. Edward Deming

“Quality is the degree of excellence at an acceptable price of variability at an acceptable cost.”

-Robert A. Broh

“Fitness for use or purpose is a definition of quality that evaluates how well the product performance for its intended use.”

-Josepb Juran

“Quality is meeting and exceeding the present and future requirements of the customer on a continuous basis.”

-Poornima Charantimath.

prepared by: Puja keshari