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Q.1.What do you understand by “QUALITY” in today’s context. Illustrate.Ans.
The international definition of quality is: “the degree to which a set of inherent characteristicsfulfills requirements.”It is meant to distinguish one organization, event, product, service, process, person, result,action, or communication from one another. Different organizations define quality differently. Itcan be simply and commonly put as “delivering the promise so as to ensure customer satisfaction.”Quality is one of the factors which are not negotiable.Various Types of Quality
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Quality of Design
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Quality of Product
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Quality of Process
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Quality of Systems
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Quality of ServiceIn today’s context, the following may be rightly said about quality:
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Quality exists everywhere, and there is less distinction between companies than there wassome years ago. So better quality is the word of the day.
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Quality increases productivity. Also, it is true that less quality decreases productivity asmore time and energy is spent in corrective action and placating unhappy customers.
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Quality leads to better performance in the market place. Firms having better marketcapitalization will always be having better quality for their products/ services.
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Quality means improved business performance.
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The cost of non-quality is high. The corrective measures taken by the company for non-quality is high, as in damages paid, legal liabilities for non-delivery of promises tocustomers.
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Customer expects better quality with each passing day.
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Quality is a process and not a programme, and is a way of life.
Q.2
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Write a brief description on Quality Evolution and the birth of TQM.Ans.
During the last two decades or so, simple inspection activities have been replaced by qualitycontrol, quality assurance has been developed and refined and now many companies are workingtowards TQM. In this progression, four discrete stages can be identified:
TQM assignment
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