BasicQualityConcepts-boruetthsm-home.ppt

Session One: Basic Concepts of Quality Basic Concepts of Quality What is Quality? ATTRIBUTES are used to describe QUALITY… examples: Beauty, Goodness, Freshness, Expensiveness etc because different people perceive these attributes differently, the use of attributes to describe quality is IMPRECISE. Quality,therefore needs to be defined. What is Quality? According to the Oxford Dictionary (2003), quality is defined as being ‘the degree of excellence of a thing; relative nature or kind or character of a thing; class or grade of something determined by this; Quality Defined: ISO 9000:2000 Degree to which a set of inherent characteristic fulfils requirements (3.1.1) Characteristic – distinguishing feature, i.e. physical, sensory, temporal or functional etc (3.5.1) Requirement –need or expectation that is stated or implied or obligatory, i.e. custom or common practice for you! (3.1.2) Who defines Quality - the Q Lens Customer behaviours… Surveys on the factors we (customers) are influenced by shows that: 30% consider Quality as a decisive factor to buy (the good name and reputation of a product) 19% were persuaded by just the good name of manufacturer 17% by the price and only price 14% by the product’s tried 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 than to keep an existing one’ Formal Definition of Quality Degree to which a set of inherent characteristics fulfils requirements (ISO 9000:2005 clause 3.1.1) Characteristic – distinguishing feature, i.e. physical, sensory, temporal or functional etc (3.5.1) Requirement –need or expectation that is stated or implied or obligatory, i.e. custom or common practice for you! (3.1.2) What is Quality Management? Quality Management (QM) (3.2.8) Coordinated activities to direct and control an organization with regard to quality Management system (MS) (3.2.2) System to establish policy and objectives an to ach