Just What is Quality With Notes

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Taste is a Matter of Choice; butQuality is a Matter of Fact

Just What Is

Quality?ByPradip V. MehtaFellow, American Society for Quality

Fellow, Textile Institute, U. K.

Presented at the Professional Development

Meeting of the Dallas Section of ASQ

27

September 2012


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How to Get More Out of This

Session?

Ask Questions

One who asks a question is a fool for a moment, however, one whodoes not ask a question is a fool for life.

---A Chinese Proverb

Participate in discussionsshare your views

Share your experience(s) relevant to thediscussion topic

Keep an open mindThe mind is like a parachute, it works best when it is opened.

Enjoy Yourself


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Just What Is

Quality?


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Just What Is Quality?

The best money can buy

Meeting a specification Craftsmanship

No more than 1% defective

Anything Japanese or German(Mehta, 2004)


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To some, quality is

like love, hard to define

but you know it when

you feel it


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To some, quality means

selling merchandise that

do not come back but

the customers do.

(Zero Defects to Zero Defections)


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Eight Dimensions of Quality Performance

Features

Reliability

Conformance

Durability

Serviceability

Aesthetics

Perceived Quality(Garvin, 1988)


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Eight Dimensions of Quality

Performance

(Garvin, 1988)


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Features(Garvin, 1988)


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Conformance

(Garvin, 1988)


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Serviceability (Garvin, 1988)


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Perceived Quality(Garvin, 1988)


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Product Based (performance, features, and durability)

User Based (aesthetics and perceived quality) Manufacturing Based (conformance and reliability)

Value Based (cost and price)

(Garvin, 1988)


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The absence of variation in its

broadest sense

(Taguchi and Clausing, 1990)


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Quality Experience

Variability with quality of execution

(Prahalad and Ramaswamy, 2004)


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Just What is Quality?

Taguchi Loss

Function


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Fitness forUse

(Juran,1999)


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Taste is a Matter of Choice; but

Quality is a Matter of Fact


Fitness for Use

FeaturesThose features of product which

meet customer needs and thereby provide

customer satisfaction

Freedom from deficiencies


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Just What Is Quality?Service Quality

Tangibles

Reliability

Responsiveness

Assurance

Empathy

(Parasuraman, A.; Zeithaml, Valerie A. and Berry, Leonard L., 1988)


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Quality is not about defect reduction any

more. Quality is about value enhancement.


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Two Aspects of Quality

Objective

Subjective+ Emotions

+ Expectations

+ Experience


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Quality is meeting or

exceeding customer

expectations

ALL THE TIME(while maintaining cost competitive marketing position)


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Whatever customer thinks

is quality


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Quality Vs. Grade


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Key Takeaways

Quality can be defined in many ways

Do not confuse quality with grade

Having a Corporate definition of quality that is understood

organization wide facilitates effective management of

quality


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Questions?

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Just What is Quality With Notes

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