ADVANCED INNOVATION GROUP PRO EXCELLENCE

Section 2: Understanding Quality

Lecture 2: WHAT IS THE IMPORTANCE OF
QUALITY?

SIX SIGMA WHITE BELT PROGRAM

1 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)

 Agenda

In this chapter, you will learn:

• What is the importance of Quality?
• What are the different definitions of Quality

2 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)

 What is Quality?

3 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)

Introduction

We

SOLVE
problems of our customers
more than just

HANDLING them

4 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)

Introduction

What is Quality?

5 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)

What is Quality?

Quality is more than

just a METRIC
or a JARGON

6 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)

What is Quality?

It is the
very PURPOSE
of an
Organization’s
EXISTENCE

7 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)

What is Quality?

For a customer, Quality means…

PROBLEM ON-TIME CORRECT SOLUTION

RESOLUTION SERVICE AT THE FIRST TIME

8 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)

 Different Definitions of Quality

9 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)

Different Definitions of Quality

JOSEPH M. JURAN
“Fitness for use. Those product features
which meet the needs of customers and
thereby provide product satisfaction.
Freedom from deficiencies.”

10 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)

Different Definitions of Quality

W. EDWARDS DEMING
“Quality is defined from the customer’s
point of view as anything that enhances
their satisfaction.”

11 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)

Different Definitions of Quality

AMERICAN SOCIETY FOR QUALITY

(ASQ)
“The totality of features and
characteristics of a product or service that
bear on its ability to satisfy stated or
implied needs.”

12 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)

 Steps to achieve Quality

13 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)

Where does Quality come from?
Quality comes from…

MEETING
CUSTOMER
EXPECTATIONS

14 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)

Steps to achieve Quality

STEP 1
UNDERSTAND
CUSTOMER
REQUIREMENTS

15 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)

Steps to achieve Quality

STEP 2
DESIGN
PRODUCTS &
SERVICES THAT
SATISFY THOSE
REQUIREMENTS

16 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)

Steps to achieve Quality

STEP 3
DEVELOP
PROCESSES THAT ARE
CAPABLE OF
PRODUCING THOSE
PRODUCTS &
SERVICES

17 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)

Steps to achieve Quality

STEP 4
CONTROL & MANAGE
THOSE PROCESSES SO
THEY CONSISTENTLY
DELIVER TO THEIR
CAPABILITIES

18 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)

 Summary

In this chapter, you learnt:

• The importance of Quality for every customer
• The different definitions of Quality

19 COPYRIGHT: ADVANCED INNOVATION GROUP PRO EXCELLENCE (AIGPE)