Concept of Quality

Quality is a subjective term for which each person has his or her own definition Whats your definition?

In technical usage, quality can have two meanings:

the characteristics of a product or service that bear on its ability to satisfy stated or implied needs, and a product or service free of deficiencies

Defining Quality- Different Views

Customers view (more subjective)

the quality of the design (look, feel, function) product does whats intended and lasts conformance to requirements (Crosby) costs of quality (prevention, scrap, warranty) increasing conformance raises profits products should be safe not harmful to environment

Producers view

Governments view

Armand Feigenbaum author: Total Quality Control (1961) quality is a customer determination based on the customers actual experience with the product or service, measured against his or her requirements stated or unstated, conscious or merely sensed, technically operational or entirely subjective - and always representing a moving target in a competitive market.

Defining Quality - Gurus

Deming - non-faulty systems

Out of the Crisis Quality Control Handbook Quality is Free

Juran - fitness for use

Crosby - conformance to requirements

MEM 650 Quality Control

There are no universal definition of quality, but the similarity does exist among the definition :

Quality involves meeting of exceeding customer expectations Quality applies to product, people, service, process and environment Quality is ever-changing state (what considered quality today may not be good enough to be considered quality tomorrow)

Hence from the common elements, we can say quality is a dynamic state associated with products, services, people, processes and environment that meet or exceeds expectations and helps produce superior value

Goetsch & Davis,

Brief History of Quality Movement Emergence of Quality Consciousness Quality Control Era Quality Assurance Total Quality Management (TQM)

Brief History
Prior to the 20th centuries; 1. Middle Ages in Europe -Era of Workmanship
2.

Middle of the 18th century -The idea of Quality was brought in to USA, but was rejected.

3.

Beginning of the 20th century -1900s Frederick Taylor ushered Industrial Revolution -1911 Taylor published a book Principles of Scientific Mgt -1930s Walter Shewhart designed SQC -1931 Shewhart published a book on Quality

Post-World War 2 Quality was not a top priority of top Managers in USA. Dr Joseph Juran and Dr Edwards Deming, introduced statistical quality control techniques to the Japanese. Main concern Upper Management rather than quality specialists alone.
4.

The U.S. Quality Revolution 1950s and 1960s, made in Japan was associated with inferior products. 1970s, Japanese products were able to Penetrate into Western markets. 1980s, was a period of growing awareness of quality.

QUALITY ASSURANCE Definition: Any action directed toward providing consumers with products (goods & services) of appropriate quality. QA is usually associated with measurement and inspection activity.

TOTAL QUALITY MANAGEMENT? Wide performance excellence rather than based on one discipline only.

TQ consists of continuous improvement activities involving everyone in the organization (managers and workers)- in total integrated effort towards improving performance at every level. This improved performance is directed towards satisfying such cross-functional goals as quality, cost, schedule, mission, need and suitability. TQ integrates fundamental management technique, existing improvement efforts, and technical tools under a disciplined approach focused on continued process improvement. This activities are ultimately focused on increased customer user satisfaction

Principle of QM

Customer and stakeholder focus Teamwork and Participation Process focus and continuous continuous Development/ improvement

How is Total Quality different? 1. Distinctive characteristics of TQ; customer focus, obsession with quality, scientific approach in decision making, longterm commitment, teamwork, employee involvement and empowerment, continual improvement, bottom-up education and training, freedom through control and unity of purpose.

Major differences between the traditional view of quality and the total quality perspective;
1. Productivity versus quality 2. How quality is defined 3. How quality is measured 4. How quality is achieved 5. Attitude towards defects 6. Quality as a function 7. Responsibility for quality 8. Supplier relationships

Key Elements of TQM (Goetsch & Davis, E5) 1. Commitment and leadership of the top management. 2. Planning and organisation 3. Using tools and techniques 4. Education and training 5. Involvement 6. Teamwork 7. Measurement and feedback 8. Culture Change

TQ in the Public Sector Org

Focus Budget and Performance Integration Strategic Management of Human Capital Competitive Sourcing Improved Financial Performance Expanded Electronic Government