Production and Operations Management Unit 6
Sikkim Manipal University Page No. 104
adequacy, if not excellence, goes a long way in establishing long termrelationships which is the dream of every organisation.
By the end of this unit, you will be able to:
Explain the importance of quality
List the different methods by which quality is sought to be achievedusing various tools
Recognise the concepts of TQM
Recall the importance of designing and robust manufacturing systems
6.2 Quality Control as a System
6.2.1 Dimensions of quality
Before we consider quality control, let us see what quality means.
Quality isinherent in the product or service that is rendered to the customer. Since weare attempting to measure the same, we will look into those aspects ofquality called dimensions of quality.
(See Figure 6.1 for Dimensions of quality)
Quality of Design
: A product is designed keeping in view of the
customers’ requirement. For designing a pro
duct the manufacturer orservice provider should be aware of the specifications of differentfeatures required to incorporate in the product. Some of the features tobe known for designing a product include
material, dimensions, andcharacteristics. The quality of the product is introduced by the design ofthese features. Inspection of the manufacturing processes is of utmostimportance in ensuring quality of performance.2.
Conformance to Design
: Conformance to design is the degree to whichthe manufactured product or delivered service meets the parametersthat have been incorporated in the design. It verifies that the variability inthe process is within acceptable limits so as not to compromise thefunctionalities that the designer wanted.3.
: Utilisation conditions refer to the necessity ofthe customer being informed / trained so that the purpose for which theproduct was made is realised by the customer in total, thus enhancinghis satisfaction. Instructions, manuals, help-lines, and on-site training by
the manufacturers’ personnel improve the perception of quality.