What's the name for that spongy part of the orange,
and is it good to eat it?
Chapter 1
Introduction to Quality
P i r z a d a
Quality- Competitive Edge
“No quality, no sales.
No sales, no profit.
No profit, no jobs.”
- VP of Chrysler Corp.
History
The age of Craftsmanship-
Manufactures directly dealing with customers
- (Middle Ages)
Development of interchangeable component products
- The Blanc’s muskets (1750)
2 years project took 10 years to complete!
History
The Early 20th Century
Separation of planning from execution
(Frederick W. Taylor)
Quality by inspection
Quality departments (responsibility of quality department)
SQC (Bell Telephone Laboratories- 1920)
War production during II-WW SQC was strictly
imposed.
Early History
Post War II
Shortage of goods- Quality not a priority
SQC introduced in Japan by Juran and Deming
- 20 years -
Kaizen helps Japan beat West in Quality and
penetrate in Western Markets
Early History
The US Quality Revolution
“If Japan can … Why Can’t We?”
Government safety regulations
Consumer Products Safety Commission
Product-liability judgments
Early History
XEROX
- Leadership Through Quality initiative (David Kearns).
Defectsper 1000 machines reduced by 78%
Unscheduled maintenance decreased by 40%
Manufacturing cost dropped by 20%
Product development tine decreased by 60%
Overall product quality improved by 93%
Service response time improved by 27%
Won Malcolm National Baldridge Award 1989
Strong growth in 1990’s !
Excellace
From Product Quality to Performance
Excellence
NASA: Excellence award for quality and productivity (1985)
US Congress: Malcolm Baldrige Quality Award (1987)
President Reagan: Federal Quality Prototype Award (1988)
Florida Power and Light won Deming Prize (1989)
AT&T Won Deming Prize (1994)
Little Q and Big Q
q: Manufacturing Quality
Q: Management of Quality
Long-term relationships,
Develop strategy,
Measure performance,
Analyze data,
Reward & train employees,
Design and Deliver product and services for
Customer satisfaction
Bad Practices
Disappointments and Criticism
Douglas Aircraft
Poor organizational approach
Poor quality strategies
Poor execution of good strategies
Bad Management
Quality
Current and Future Challenges -
- Reinterpretation
“Quality is a
1. Partnering
2. Learning systems race without a
3. Adaptability and flexability finish line” …..
4. Environmental Stability David Kearns
5. Globalization
6. Knowledge Focus
7. Customization and differentiation
8. Shifting Demographies
Defining Quality
What is Quality?
Defining Quality
Perfection
Consistency
Eliminating waste
Speed of delivery
Compliance with policies and procedure
Providing a good, usable product
Doing it right the first time
Delighting or pleasing costumers
Total customer service and satisfaction
Defining Quality
Judgmental Perspective
Transcendent/ superior (Absolute recognizable)
- Rolex watches, BMW, Lexus
Excellence (Abstract/ subjective)
Defining Quality
Product-Based Perspective
- function of some measurable variables
No. of knots/sq in
No. of dots/in
No. of cylinders in an engine
Mistakenly assumed to be related to price!
Quality
User-Based Perspective
-what a customer wants!
Fitness for intended use.
Service conditions.
Environment etc.
Defining Quality
Value-Based Perspective
Usefulness or satisfaction Vs price
(Value pricing)
Better performance for comparable price
- internet facilities
What about purchases based on lowest quotations!
Quality
Manufacturing-Based Perspective
Conformance to specifications (measurable)
- targets, tolerances,
- dimensions, taste, experience
Quality
Integrating Perspectives on Quality
Do designer, manufacturers, service provider,
distributors and customer have same perspective?
Quality
Costumer Driven Quality
Quality is meeting or exceeding customer expectations
Customers, Consumers and Suppliers
Internal Customers
External Customers
“Our costumers are intelligent: they expect us continuously
evolve to meet their ever-changing needs. They can’t afford to
have a thousand mediocre suppliers in today’s competitive
environment. They want a few exceptional ones”
CEO Fujitsu
Quality
Total Quality Control
- Total System approach
Total quality is a people-focused management system that aims at
continual increase in costumer satisfaction at continual lower real
cost.
Horizontally and vertically integrated approach stressing learning
and adaptation to continual change. Unyielding and continually
improving effort.
Total Quality
Principles of Total Quality
1. Customer & stakeholder focus.
2. Everyone's participation
3. Continual improvement and learning
Total Quality
Customer & Stakeholder Focus
Beyond merely meeting specifications
Delighting the customer
External costumers are important
Internal customers are equally important
Knowledge, skills, creativity are key to success.
Motivation, recognition of employees.
Total Quality
Participation and teamwork
Empowerment
Freedom and encouragement to make decisions
Horizontal coordination
Involvement in solving systemic problems
(Cross functional boundaries)
Total Quality
Process Focus and Continual Improvement
1. Enhancing value through improved products
2. Reducing defects, wastes etc.
3. Increasing productivity and effectiveness
4. Improving responsiveness
Improvement depends on learning.
1. Planning
2. Execution
3. Assessment of progress
4. Revision of plans
Quality
Quality and Competitive Advantage
- Ability to achieve market superiority
Product quality
Characteristics provides
1. Customer need driven profitability due
2. Contributes to success of the business
3. Matches companies unique opportunities to larger market
4. Difficult to copy share and
5. Potential of further improvement premium prices.
6. Provides direction and motivation to
organization
Quality in Pakistan
Where do we stand?
Banain len jaande oo
banain le ke aund eoo
paande oo te paindi ni
pai jaye te lehandi ni
pai jaye te lehandi ni
leh jaye te duji vaari paun jogi rehandi ni..
ANWAR MASOOD de BANAIN
baniyan mai deyanga
paogey te pai jaye
lahogey te leh jaye
leh jaye te dujji vaari paun jogi reh jaye..
baniyan meri wadiya
baniyan meri top di
waddeya nu poori ave
nikkeya de naap di
cheez hove asli
te muhoo paye boldi
dhup naalo gori lagge
rassi utte doldi
jine ware( years) chaho
tusi es nu handha lao
fer bhawein bacheya da
jhaangiya bana lao...
Watch “Quality Features of ‘Masood Anwar de Banian’ in 100 s with … Next Tuesday
Home Work No. 1
Due next Tuesday
Submit your work at :
Discuss the Current and Future Challenges in the field of
quality management.
References
Paper(s) and e-references must be cited.
It's called the pith. It has some anti-cancer properties and
antioxidants actually, so it is very good for you. In fact, the
white pith contains the highest amount of bioflavonoids (an
antioxidant), and vitamin C of the whole orange. Also there's
some great fiber in it.