1. Quality

2. Quality Definitions (compiled by David Garvin)
Transcendent – quality is intuitively understood but nearly impossible to communicate
Product-based – quality is found in the components and attributes of a product
User-based – quality is found on user satisfaction
Manufacturing-based – quality is conformity to specifications
Value-based – quality is indicated by the price, the product provides good value for the price

3. Product Quality Dimensions
Performance
The efficiency with which a product achieves its intended purpose
2. Features
Attributes of a product that supplement the product’s basic performance.

4. Product Quality Dimensions
3. Reliability The propensity for a product to perform consistently over its useful design life. 4. Conformance The product is within the allowable range of tolerance of the specifications.

5. Product Quality Dimensions
5. Durability The degree to which a product tolerates stress or trauma without falling. 6. Serviceability The ease of repair for a product

6. Product Quality Dimensions
7. Aesthetics The degree to which the product attributes are matched to consumer preferences 8. Perceived Quality This is based on customer opinion

7. Service Quality Dimensions
Tangibles
Include the physical appearance of the service facility, the equipment, the personnel and the communication materials.
2. Service Reliability
This relates to the ability of the service provider to perform to promised service dependably and accurately.

8. Service Quality Dimensions
3. Responsiveness The willingness of the service provider to be helpful and prompt in providing service. 4. Assurance The knowledge and courtesy of their employees and their ability to inspire trust and confidence.

9. Service Quality Dimensions
5. Empathy The ability to provide customers caring, individualized attention

10. Why is having different definitions of quality important
Allows measures to be taken to provide a good basis for communication and planning
Leads to improved product and service design
The Hewlett-Packard Case

11. Activity 1
Work in pair.
Choose a product and use the product quality dimensions mentioned to give examples about each property.
Choose a service with your team and use the service quality dimensions mentioned before to give examples about each property.

12. Spheres of Quality Quality Management Quality Assurance
Quality Control

13. Quality Control The control process includes:
Analysis phase (process is broken down into fundamental pieces)
Relation (involves understanding the relationships between the parts
Generalization (involves perceiving how interrelationships apply to the larger phenomenon of quality being studied)

14. Quality Control
Is a set of measures taken to ensure that defective products or services are not produced, and that the design meets performance requirements.

15. Quality Control - Activities
Monitoring process capability and stability
Measuring process performance
Reducing process variability
Optimizing processes to nominal measures
Performing acceptance sampling
Developing and maintaining control charts

16. Quality Assurance
Refers to activities associated with guaranteeing the quality of a product or service
The best way to ensure quality is in the design of products, services and processes
“Freedom from doubt”

17. Quality Assurance - Activities
Failure mode and effect analysis
Concurrent engineering
Experimental design
Process improvement
Design team formation and management
Off-line experimentation
Reliability/ durability product testing

18. Quality Management
These include processes that overarch and tie together the control and assurance activities
Quality is viewed as the responsibility of all management and not just quality managers

19. Quality Management - Activities
Planning for quality improvement
Creating a quality organizational culture
Providing leadership and support
Providing training and retraining
Designing an organizational system that reinforces quality ideals
Providing employee recognition
Facilitating organizational communication

20. Activity # 2
Choose a type of activity for a company or a factory that offers a product/service. Assume that you and your team are the owners of this company. List three examples of activities for each of the following:
•Quality control
•Quality assurance
•Quality management