Presentation Done By

• Suraj Yellurkar MS111247

• Mahesh Dhawale MS111257
• Rahul Kachwa MS111264
• Sneha Bandarkar MS111283
• Ankita Borade MS111284
• Kavita Deokar MS111286
• Neelam Raste MS111289
What is Quality?

“Quality is the ability of

a product or service
to consistently meet
or exceed
customer expectations”
Effects of poor Quality

• Low customer satisfaction

• Low productivity, sales & profit
• Low morale of workforce
• More re-work, material & labor costs
• High inspection costs
• Delay in shipping
• High repair costs
• Higher inventory costs
• Greater waste of material
Benefits of Quality
• Higher customer satisfaction
• Reliable products/services
• Better efficiency of operations
• More productivity & profit
• Better morale of work force
• Less wastage costs
• Less Inspection costs
• Improved process
• More market share
• Spread of happiness & prosperity
• Better quality of life for all.
Dimensions of Quality

• Different for each individual

• Depend upon perception of quality

• Organization should consider all dimensions while providing

product or delivering service
 Safety Performance
Features

Perception

Dimension Reliability
s
Aesthetics

Conformance

Serviceability
Durability
Dimension 1: Performance
Performance is often a source of contention between customers and suppliers,
particularly when deliverables are not adequately defined within specifications.
Example: Durability of batteries, fuel economy of cars, BHP of an engine, etc.
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Dimension 2: Features
Additional characteristics that enhance the appeal of the product or service to the
user.
Example : Design of seats in a car, look and color refrigerator
Dimension 3: Conformance
conformance with standard, matching with documentation, being on time , etc
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Dimension 4: Reliability
Reliability may be closely related to performance. For instance, a product
specification may define parameters for up-time, or acceptable failure rates.
Example : Product- Mean time before failure;
Dimension 5: Durability
Durability is closely related to warranty.
Examples: Product – Ability to repair;
Service – Keeping pace with industry.
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Dimension 6: Serviceability
Convenience and cost of repair and maintenance and is related to ease in
resolving the customer complain
Dimension 7: Aesthetics
How a product looks, feels, sounds, smells, or tastes
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Dimension 8: perceived Quality
Indirect evaluation of quality
Example: Reputation
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Dimension 9: safety
Assurance that customer will not suffer injury or harm from a product
Example: TATA NANO
 Quality Dimensions Of Service

• Timeliness : Performed in promised period of time

• Courtesy : Performed cheerfully
• Consistency : Giving all customer similar experiences
• Convenience : Accessibility to customers
• Completeness : Fully serviced, as required
• Accuracy : performed correctly each time