QUALITY AWARENESS

Product: It is the output of any process.

It consists of goods, software and services.
Goods are physical things
Software means instruction programmes for computers
Service is work performed for someone else.

Customer:

A customer is some one who is impacted by the product.

Customer Need:

All customers have needs to be met and product features should be

responsive to these needs

Product feature: It is a property which is possessed by a product and which intends to meet certain
customer needs

Product Satisfaction: Product features which do respond to customer needs are said to
provide product satisfaction a state of affairs which is decisive
as to saleability of product

Product Deficiencies

Product Dissatisfaction

Late delivery, field failure of goods, errors in

invoice, rework and design changes which makes
trouble for customer

A consequence of product deficiencies that

customers are dissatisfied in the form of
complaints, returns and claims

Product satisfaction and Product Dissatisfaction are not opposite

The two concepts are unrelated.
Product satisfaction has its origin in product features and is why clients buy the products.
Product dissatisfaction has its origin in non-conformance and is why customer complains.
There are many products which give little or no dissatisfaction; the products do what the supplier
said they would do. Yet the products are not saleable because some competing product provides
greater product satisfaction.

Fitness for use:

It would be most convenient to have some short phrase which is universally accepted as a compromise
definition of quality. In attempt of this, quality was defined as fitness for use. This definition has in fact
attained wide acceptance, though it has not achieved universal acceptance.
Parameters of fitness for use
Beyond those product features which bear directly on product dissatisfaction there are additional aspects of
the product which also contributes to fitness for use. These additional aspects are often called parameters
of quality.
a. Availability: It is continuity from available source.
A product is said to be available when it is in an operative state.
When product is in operative state is known uptime and down time when it is in non operative state.

And availability could be expressed as

Uptime
Availability

=
Uptime + Down time

b. Reliability: If the product never failed then availability is 100%.Then we can say product is reliable.
Reliability is defined The probability of a product performing without failure a specified function under
given condition for a specified period of a time
c. Maintainability: The need for continuity of service has also stimulate to improve maintenance of long
life product.
The ease with which maintenance can be conducted
Measure of Maintainability
i.
Mean time to repair
ii.
Probability of restoring service
iii.
Mean time for scheduled maintenance
Effectiveness of maintenance is also strongly influenced by availability of spare parts (i.e. logistical support)
d. Produceability: This parameter measures the extent to which the product design can be readily
produced with facility and process available to operating force.

QUALITYASSURANCE
It is the activity of providing the evidence to establish confidence among all concerned, that the
quality function is being effectively performed.
IT IS THE PROOF THAT PRODUCT IS FIT FOR USE

QUALITY CONTROL
The purpose of quality control is to ensure that the quality designed into product is actually in the finished
product and to minimise the production of defective work.
Basic objective of any quality control programme are
(i)
To achieve optimum costs
(ii)
To ensure control
(iii)
To build customer goodwill and confidence
(iv)
Implementing the quality
In broad sense the word control implies regulation and of course regulation implies observation and
manipulation
Quality control in manufacture is an analogous situation. It is simply a means by which
management can be assured that the quality of product manufactured is consistent with
quality-economy standards that have been established

QC is the technique by means of which products of uniform acceptable quality are made
Makes the things right first time

QUALITY COST
Implementing the quality control programmes costs money in the form of salaries and other payment to be
concerned personnel investment in measuring instruments, the rent of space utilised and other office
expenses
Cost of quality can be analysed as
a. Prevention cost
b. Appraisal cost
c. Failure cost
Prevention cost: are those cost incurred in manufacturing a quality product. These occur in design control,
preproduction testing, special testing, special training, planning for quality etc These are real cost
which can be measured and the amount spent on them will depend upon the policy of company.
Appraisal cost: Money spent to ascertain whether products turned out are in accordance with quality
norms. Appraisal cost is incurred in evaluating the quality of product.
Failure cost: are those occurred due to product not meeting the quality standard. Failure within
organisation like re-work, rejection, scrap, wastage, spoilage etc also compute while fixing norms for
the cost.
Quality control cuts the two major cost segments of company quality cost viz. Appraisal cost & Failure cost
Note;
1. When prevention cost increased
2. When upgrading of quality control equipment

reduction in failure due to less defects in product

reduction in appraisal cost