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Introduction:
What is Quality?
Merriam Websters Collegiate Dictionary,
10th Edition(1994) defines quality as
an inherent feature; degree of excellence;
and superiority in kind
Some definitions that have gained wide
acceptance in the corporate world
Meeting or exceeding customer
expectations
Juran, one of the quality qurus, defined
quality as;
Fitness for Use
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Introduction
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Introduction
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Introduction
What is a customer?
Anyone who is impacted by the product
or services delivered by an organization
External customer- the end user
Internal customer- other divisions of the
company that receive the processed
product.
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Introduction
What is a product?
the output of a process carried by the
organization. It may be goods (e.g.
cellphones), software(e.g. a computer
code, a report) or service (e.g. banking,
insurance
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Introduction
Introduction
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Introduction
Why Quality?
Reasons why quality is a cardinal priority
for most organizations.
Competition
Changing customer-the new customer is
not only commanding priority based on
volume but is more demanding about the
quality system
Changing product mix the shift from
low volume high price to high volume, low
price resulted in a need to reduce the
internal cost of poor quality.
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Introduction
Product complexity- as systems have
become more complex the reliability
requirments for suppliers of components
have bome more stringent
Higher level of customer satisfactionhigher customer expectations are getting
spawned by increasing competition.
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Improve quality
Long-term
competitive
strength
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Stay in
business
Productivity improves
6.
Institute training
7.
8.
9.
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1.
2.
3.
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1.
2.
3.
knowledge
financial performance
Learning/growth
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