Total Quality Management
Total Quality Management
Quality has been defined by many authors .Some definitions are * Fitness for use –Joseph .M. Juran * Compliances with specific requirement –Philip .B. Crosby * Function of continuous improvement by reducing variability of desired output – Edward Deming * The totality of characteristics of an entity that bear upon its ability to satisfy the stated & unstated needs of the customer - ISO 8402 * Quality is perceived by customers ,based on his actual experience of a product (service) measured against need stated/implied , conscious or merely sensed , technically operational or entirely sunbjective and always represents a moving target in a competitive market. * Armand Feigenbaum
Quality = P/E
P= performance or result , E = Customer expectation
When P>1 , customer is delighted
When P = 1 , it’s the ideal satge.
The Multiple Dimensions of Quality
Eight dimension or categories of quality can be identified as a framework for analysis.
1. Performance : It refers to the primary operatingg characteristics of a product. The connection between quality and performance is equally dependent on circumstances. The performance differences are perceived as quality difference depend on individual preferences , or with the immediate interest of the users.Eg: A branded cosmetic product , some evaluated with its ease of smudging,some for more sensitive skin,some for comfort, luminance of a lamps, speed of connectivity of internet. 2. Features : It is those secondary character that supplement the products basic functioning .Eg: Free drinking on a flight, auto tuner in T.V, tubeless tyres, intelligent wiper in car 3. Reliability : Reliability reflects the probability of a products manufacturing or failure with in a specific period of time.It can also be defined as meeting customer specifications with allowed variability from the mean. Tolerance stack results due to combination of variability of component
Quality has been defined by many authors .Some definitions are * Fitness for use –Joseph .M. Juran * Compliances with specific requirement –Philip .B. Crosby * Function of continuous improvement by reducing variability of desired output – Edward Deming * The totality of characteristics of an entity that bear upon its ability to satisfy the stated & unstated needs of the customer - ISO 8402 * Quality is perceived by customers ,based on his actual experience of a product (service) measured against need stated/implied , conscious or merely sensed , technically operational or entirely sunbjective and always represents a moving target in a competitive market. * Armand Feigenbaum
Quality = P/E
P= performance or result , E = Customer expectation
When P>1 , customer is delighted
When P = 1 , it’s the ideal satge.
The Multiple Dimensions of Quality
Eight dimension or categories of quality can be identified as a framework for analysis.
1. Performance : It refers to the primary operatingg characteristics of a product. The connection between quality and performance is equally dependent on circumstances. The performance differences are perceived as quality difference depend on individual preferences , or with the immediate interest of the users.Eg: A branded cosmetic product , some evaluated with its ease of smudging,some for more sensitive skin,some for comfort, luminance of a lamps, speed of connectivity of internet. 2. Features : It is those secondary character that supplement the products basic functioning .Eg: Free drinking on a flight, auto tuner in T.V, tubeless tyres, intelligent wiper in car 3. Reliability : Reliability reflects the probability of a products manufacturing or failure with in a specific period of time.It can also be defined as meeting customer specifications with allowed variability from the mean. Tolerance stack results due to combination of variability of component