Haery Sihombing @ IP
Quality Paradigm-HHIP 2
higher learning today revolve around the basic principles developed by these individuals.These predecessors based their ideas mainly around improving the production processes infirms and did not expand these ideas to other functional departments in companies.The Japanese, specifically, Dr. Ishikawa, decided to expand on the American ideas and relatethem to the operation of every department. He expanded on these ideas with the same goal ashis American colleagues, to provide a quality product to maintain a high service level andgood working relationship with customers. Dr. Ishikawa expanded the idea to develop new principles for quality control: always use quality control as the basis for decisions, integratethe control of cost, price, and profit, and control quantity of stock, production, and sales, anddate of delivery.
2. QUALITY PERSPECTIVES
In supplying products or services there are three fundamental parameters which determinetheir saleability or usability. They are price, quality and delivery. Customers require productsand services of a given quality to be delivered by or be available by a given time and to be of a price which reflects value for money. These are the requirements of customers. Anorganization will survive only if it creates and retains satisfied customers and this will only beachieved if it offers for sale products or services which respond to customer needs,expectations, requirements and desires. Whilst price is a function of cost, profit margin andmarket forces and delivery is a function of the organization’s efficiency and effectiveness,quality is determined by the extent to which a product or service successfully meets theexpectations, needs and requirements of the user during usage (not just at the point of sale).
2.1 Quality Goals
To control, assure and improve quality you need to focus on certain goals. Let's call them thequality goals. There follows some key actions form which specific goals may be derived:
Establish your customer needs and expectations - not doing this will certainly lead tounsatisfied customers.
Design products and services with features that reflect customer needs and expectations
Build products and services so as to faithfully reproduce the design which meets thecustomer's needs and expectations
Verify before delivery that your products and services possess the features required tomeet the customer's needs and expectations
Prevent supplying products and services that possess features that dissatisfy customers.
Discover and eliminate undesirable features in products and services even if they possessthe requisite features
Find less expensive solutions to customer needs because products and services whichsatisfy these needs may be too expensive.
Make your operations more efficient and effective so as to reduce costs because productsand services that satisfy customer needs may cost more to produce than the customer is prepared to pay.
Discover what will delight your customer and provide it. (Regardless of satisfyingcustomer needs your competitor may have provided products with features that givegreater satisfaction!)
Establish and maintain a management system that enables you to achieve these goalsreliably, repeatedly and economically.