1. Q uality C oncepts

2. WHAT IS QUALITY ? ‘Quality’ is now a familiar word.  When most people talk about the quality of an object, or service, they are normally talking about its: -Excellence -Perfection -Value.

3. WHAT IS QUALITY ? Quality required by the customer What is our policy on quality? What processes, procedures and instructions do we need to control quality? What level of quality do we want? Who controls quality? How do we guarantee our quality levels? How do we check for quality compliance? Quality Management System

4. WHAT IS QUALITY ? Quality is:  A standard which can be accepted by both the supplier and the customer.  Giving complete satisfaction to the customer;  Complying consistently to an agreed level of specification;  Providing an acceptable product at an acceptable cost;  Providing a product which is 'fit for the purpose';  The totality of features or characteristics of a product that bear on its ability to satisfy a given need.

5. WHAT IS QUALITY ? Quality is not about:  Complying with a specification  Being the best  Only producing a product that is “fit for the purpose”

6. WHAT IS QUALITY ? Quality is all about customer Satisfaction !

7. WHAT IS QUALITY ? There are other considerations in understanding the word 'quality', such as:  Grade -Differences in product or service performance and degrees of refinement are differences in grade.  Class -Differences in purpose are differences in class

8. WHAT IS QUALITY ? Quality and Price  Most of consumers are attracted to certain products and services by their price. Quality and Cost  There is the cost of doing the right things right first time and the cost of not doing the right things right first time.

9. WHAT IS QUALITY ? Quality Characteristics  Any feature or characteristic of a product or service which is needed to satisfy customer needs or achieve fitness for use is a quality characteristic.

10. WHAT IS QUALITY ? Product Quality Characteristics SizeOdourDisposabilityAccessibility SusceptibilityOperabilityAdmittanceAvailability storabilityPortabilityFlammabilityAppearance TasteProducibilityFlexibilityAdaptability TestabilityReliabilityFunctionalityCleanliness TraceabilitySafetyInterchangeabilityConsumption ToxicitySecurityMaintainabilityDurability WeightVulnerabilityTransportability

11. WHAT IS QUALITY ? Service Quality Characteristics HonestyCredibilityAccessibility PromptnessDependabilityAccuracy ResponsivenessEfficiencyCourtesy ReliabilityEffectivenessComfort securityFlexibilitycompetence

12. WHAT IS QUALITY ? Dimensions of Quality  The business quality dimension.  The product quality dimension.  The organization quality dimension.

13. Quality Control and Quality Assurance Quality Control  With quality control there will be some development from the basic inspection activity in terms of sophistication of methods and systems, self- inspection by approved operators, use of information and the tools' and techniques which are employed.  What is Detection ? -It is about getting rid of the bad things after they have taken place.

14. Quality Control and Quality Assurance Quality Assurance  A lasting and continuous improvement in quality can only be achieved by directing organizational efforts towards planning and preventing problems from occurring at source.  What is prevention ? -It stops non-conforming product being produced or non-conforming services being delivered in the first place

15. Quality Management System -Is the organizational structure of responsibilities, activities, resources and events that together provide procedures and methods of implementation to ensure the capability of an organization to meet quality requirements. Management Goodwill Enthusiasm and Motivation The Staff The Quality Manager Quality Manual Quality Management System

16.  The following documents shown comprise the QMS and describe the organization‘s capability for supplying products that will comply with laid down quality standards. Quality Control Quality Management System Quality processes Quality procedures Work Instructions Quality Plans (optional) Quality Assurance Quality Manual

17. Quality Management System  The "quality loop" shown should always be followed by an organization to ensure that all aspects of the production and supply cycle have been considered in the QMS. Marketing and market research Disposal after useEngineering and product development Technical assistance and maintenance Procurement Installation and operation Process planning and development Sales and distribution Production Packaging and storage Inspection, testing and examination

18. Requirements of a QMS To be successful, an organization (whether large or small) must:  be able to offer products that satisfy a customer's expectations.  agree with the relevant standards and specifications of a contract.  be available at competitive prices.  be able to supply products or services at a cost that will still bring a profit to that organization.

19. Costs and Benefits of a QMS  How much an organization benefits from its QMS is directly related to the money it invests. Cost of poor QualityQuality Organization Costs Increasing Cost Increasing benefits Optimum benefit

20. Costs and Benefits of a QMS The main benefits of quality management are:  An increased capability to provide a product with consistently conforms to an agreed specification.  Reduction in administration, manufacturing and production costs because of less wastage and fewer rejects; Production costs

21. Costs and Benefits of a QMS  A greater involvement and motivation within an organization's workforce;  Improved customer relationships through fewer complaints, thus increasing sales potential.  For an organization to derive any real benefit from a QMS, everyone in the organization must: -Fully appreciate that QA is absolutely essential to their future. Quality = More orders = Long term security -Know how they can assist in achieving quality. -Be stimulated and encouraged to do so.

22. Costs and Benefits of a QMS You're a winner with Quality!  With an effective QMS in place, the organization will achieve increased profitability and market share and the purchaser can expect reduced costs, improved product fitness for role, increased satisfaction and, above all, growth in confidence.  But... without an effective QMS, organizations will definitely suffer.