QUALITY

Quality begins with the design of a product in accordance with the customer
specification further it involved the established measurement standards, the use of
proper material, selection of suitable manufacturing process etc., quality is a relative
term and it is generally used with reference to the end use of the product.
Crosby defined as “Quality is conformance to requirement or specifications”. Juran
defined as “Quality is fitness for use”. “The Quality of a product or service is the
fitness of that product or service for meeting or exceeding its intended use as
required by the customer.”
Garvin has identified five approaches to defining quality and eight dimensions of
quality. Five approaches of quality:
1)The transcendent approach: quality is absolute and universally recognisable.
Quality is an “intimate excellence” that cannot be defined precisely, but it is
intuitively understood
Quality it’s a simple, unanalysable property that we learn to recognize only through
experience
2)The product-based approach: quality is precise and measurable variable.
Quality reflects the presence or absence of such measurable and desired product
attributes.
3)The use-based approach: quality is defined in terms of fitness for use or how
well the product fulfils its intended functions
4)The manufacturing-based approach: quality is conformance to specifications
i.e. targets and tolerances determined by product designers.
5)The value-based approach: quality is defined in terms of cost and prices. Here, a
quality product is one that provides performance at an acceptable price or
conformance at an acceptable cost
Producers perspective
Meeting requirements is a producer’s view of quality. This is the view of the
organization responsible for the project and processes, and the products and
services acquired, developed, and maintained by those processes. Requirements
can be very complete or they can be simple, but they must be defined in a
measurable format, so it can be determined whether they have been met.

• Doing the right thing

• Doing it the right way
• Doing it right the first time
• Doing it on time without exceeding cost
 Consumers perspective
Consumers may judge quality through their perceptions, but consumer opinion is
not what quality is. Consumer’s satisfaction is the after-effect of quality. Because
consumers cannot clearly specify in measurable engineering values what makes
them satisfied, quality improvement becomes an iterative process of trial, testing
and feedback on performance when used by the consumer.

• Receiving the right product for their use

• Being satisfied that their needs have been met
• Meeting their expectations
• Being treated with integrity, courtesy and respect

Production

Quality of Conformance

Level of effectiveness of the design and production functions in effecting the product
manufacturing requirements and process specifications, while meeting process
control limits, product tolerances and production targets.

Example:

If a truck is designed to sell at a low price, have excellent fuel economy, and
operate reliably, then those are the key specifications that the actual vehicle
must meet in order to have a high quality of conformance. If the vehicle were to
have an oversized engine that provides more torque than necessary, it would
have a low quality of conformance, because including such an engine would
increase the price of the truck and result in lower fuel economy.

Quality of Design

Level of effectiveness of the design function in determining a product’s

operational requirements (and their incorporation into design requirements) that
can be converted into a finished product in a production process.Design quality is
the value of a design to customers. Design is the root of all quality including the
quality of products, services, experiences, systems & Processes.

Example

A product with the poor design will ne a low quality even if quality control and
quality assurance succeed in producing the design accurately.