Quality
needs, hence different expectations of a
 Quality can be confusing concept, partly
because people view quality
subjectively and relation to differing
criteria base on individual roles in
production marketing value chain
Quality Defines
1. Perfection
2. Consistency
3. Eliminating waste
4. Speed of Delivery
5. Compliance with policies and procedures
6. Providing a good, usable product
7. Doing it right the first time
8. Delighting or pleasing customers
9. Total customer service and satisfaction
Six Different Perspectives of
QUALITY
1. Transcendent
The view is referred to as the transcendent
(transcend, “to rise above or extend
notably beyond ordinary limits”), or
judgmental, definition of quality.
2. Product
The definition of quality is that it is related
to quantity of some product attribute, such
as the thread count of the shirt or bed
sheet, or the number of different features
in an automobile or cellphone.
3. Value
A fifth approach to defining quality is based
on value; that is, the relationship of
product benefits to price.
4. User
Individuals have different wants and
product. This led to a user-based
definition of quality -fitness for
extended use, or how well the product
performs its intended functions.
5. Manufacturing
Consumers and Organization want
consistency in goods and services.
Quality defines in conformance to
specifications. Specification are targets
and tolerance determined by designed
6. Customer
Quality defines as the totality of
features and characteristics of a
product or services that bears on its
ability to satisfy given needs.
Integrating Quality
Perspectives in the Value
Chain.
 The quality perspectives at different
points in the value chain are important
to ultimately create and deliver goods
and services The customers is the
driving force for the production of
goods and services, and customers
generally view quality from either the
transcendent or the product
perspective.
History of Quality
Management
 The Age of Craftmanship
- All the workers have the same
responsibilities.
 The Early Twentieth Century
- Frederic Taylor
- Scientific Management
- Division of work
  Post-World War II
- Shortage of manpower
- Statistical Quality Control
 The U.S. “Quality Revolution”
- Quality conscious
- US gov’t became involve in quality
product check.
 Rapid Growth of Quality in Business
- A product became popular because
of its quality.
 From Product Quality to Total Quality
Management.
- Customer feedback for innovation
to patronize the product, again and
again.S
Early Management Failures
Presentation
• Poor Strategies
• Flawed Organizational approaches
• Flawed Management System
Performance Excellence
Presentation
• Role of leadership • Strategic plans
• How data and information's use in decision
making
• Improved environmental conditions
• From the perspective , the product focused
notion of quality evolved into a new concept
called Performance excellence- define as an
integrated approach to organizational
management
Emergence of Six Sigma
Presentation
 New approached of quality
improvement during 1990’s -customer
focused, result oriented approach -
integrate many traditional quality
improvements which are validated and
tested over the years.
Globalization of Quality
Presentation
 due to high competition around the
world. The global marketplace,
domestic and even international
organization realized that, in order to
survive in the competition, they need to
defend on high quality. - Many
countries have mounted efforts to
increased quality awareness, including
conferences, seminars, radio show,
school essay contest, pamphlet
distribution, publications & etc.
Current and Future
 The challenge today is to ensure the
managers continue to focus on quality
management performance excellence
through their organization. A former
Xerox president David Kearns observed,
Quality is a race without a finish line.
In 2011, The American Society for
Quality identified eight key forces that
will influence the future of Quality
Presentation
1. Global Responsibility
2. Consumer Awareness
3. Globalization
4. Increasing rate of change
5. Workforce of the Future
6. Aging Population
7. Twenty First Century Quality
8. Innovation
QUALITY IN
MANUFACTURING
Presentation
Manufacturing System
-Marketing and Sales
-Product Design and Engineering
-Purchasing and Receiving
-Production Planning and Scheduling
-Manufacturing and Assembly
-Tool Engineering
-Industrial Engineering and Process
Design
-Finish Goods Inspections and Testing
-Packaging, Shipping, and Warehousing
QUALITY IN SERVICE
ORGANIZATION
-Non-Manufacturing organization such
as Hotels, Restaurants, Financial and
Legal Services and Transportation.
-Today more than 80 percent of the
nonfarm in US are working in Service
Industry
-In Service Industry were probably 10
years behind manufacturing in
implementing quality approach.
-High Turn Over rate due to it pays less
compared to manufacturing jobs.
-Delivers Intangible products
Contrast with
Manufacturing
1. Customer needs and performance
standards are often difficult to
identify and measure, primarily
because the customers define what
they are, and each customer is
different.
2. The production of services typically
requires a higher degree of
customization does manufacturing.
Doctors, lawyers, insurance
salespeople, and food service
employees must tailor their services
to individual customers. In
manufacturing, the goal is
uniformity.
3. The output of many service systems
is intangible, whereas
manufacturing produces tangible,
visible products.
4. Services are produced and
consumed simultaneously, whereas
manufactured goods are produced
prior to consumption. In addition,
many services must be performed
at the convenience of the customer.
5. Customers often are involved in the
service process and are present
while being performed, whereas
manufacturing is performed away
from the customer
6. Services are generally labor
intensive, whereas manufacturing is
more capital intensive. The quality
of human interaction is a vital factor
for services that involved human
contact.
7. Many service organizations must
handle large numbers of customer
interactions.
Components of Service
Quality
- Many service organizations such as
airlines, banks and hotels have well
developed quality systems. (These
systems begin with a commitment to a
customer.)

- Service quality can be view from
manufacturing analogy, for instance,
technical standards.
- However, managing this intangible
quality or service is more difficult due to
its fact that it will always defends on
employee performance.
- The two most important driver in
service quality are people and
technology.
Quality in Business
Support Functions
In addition to manufacturing and
service activities, other business
support activities are necessary for
achieving quality. Some of these
activities are discussed here.
1. Finance and Accounting
2. Legal Services
3. Quality Assurance
Quality and Competitive
Advantage
- Traditionally, quality has focused on
defect and error reduction, and product
control as means to reduce costs.
However, more progressive
organization have realized that high
quality is itself an important source of
competitive advantage.
- Competitive advantage- denotes a
firm ability to achieve market
superiority
Quality and Business
Result
- “The proof is in the pudding”
- Various research studies have shown
that quality-focused companies
achieved better employee participation
and relations, improved product and
service quality, higher productivity,
greater customer satisfaction, increased
market share, and improved
profitability.
Quality and Personal
Values
-Today, organizations are asking
employees to take more responsibility
for acting as the point of contact
between the organization and the
customer, to be team player and to
provide better customer service.
-Quality begins with individual attitudes
and behavior.
-Employees who embrace quality as a
personal value often go beyond what
they asked or normally expected to do
in order to reach a difficult goal or
provide extraordinary service to a
customer.
- Quality must begin at a personal level
(means YOU) and practiced in all
activities of daily life.