INTRODUCTION to QUALITY

MANAGEMENT

 PROF. SYAMSIR ABDUH, PhD

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What is Quality ?

Performance to the standard expected by the

customer (FedEx)
Meeting the customer’s needs the first and every
time (GSA)
Providing our customers with products and services
that consistently meet their needs and expectations
(Boeing)
Doing the right thing right the first time, always
striving for improvement, and always satisfying the
customer (USD)
What is Quality?

QUALITY QUALITY
(Conventional) (Strategic)

Performance Meeting the need of customers

Reliability
Easy for use
Esthetics
Q-MATCH
Quality = Meets Agreed
Terms and Changes
Quality Defined

Fitness for use (Juran)

Conformance to specifications (Crosby)
Loss to society (Taguchi)
Predictable degree of uniformity (Deming)
Totality of characteristics of an entity that bear on its
ability to satisfy stated and implied needs (ISO: 8402-
1994)
 Two Components of Quality
Manufacturing Service
Industries Industries
 Performance
 Reliability
 Accuracy
Product features

 Durability
 Timeliness
 Ease of use
 Completeness
 Serviceability
 Friendliness & courtesy
 Esthetics
 Anticipating customer needs
 Availability of options
 Knowledge of server
 & expandability
 Appearance of facilities
 Reputation
 & personnel
 Reputation
Freedom from
deficiencies

Product free of defects Service free of error during

and errors at delivery, during Original and future service
Use, servicing transactions
Total Organization Performance

Efficiency Innovation

Profitability
Effectiveness Productivity (Organizational
Performance)

Quality Quality of Working Life

Cost Reduction Strategy

Quality Improvement

Cost Reduction

Productivity Improvement

Price Competitiveness

Market Share

Focus on Business

Workforce

Return on Investment
 Profit

Attract Retain Enhance

Cust Cust Relation

Value

Price Overall
Image
Quality

New After
Sales
Product Product Delivery Sales
Market
Dev Support

Attributes Attributes Attributes Attributes Attributes

 Quality Disciplines and
Other Disciplines

Discipline Example of contribution

 Finance
 Industrial Engineering
 Information technology
 Marketing research
 Operation management
 Operation research
 Organizational behavior
 Organizational Effectiveness
 Strategic planning
 System engineering
 Value engineering
 Measuring the cost of poor quality
 Design of integrated system
 Measurement, analysis, reporting
 Competitive standing on quality
 Management of integrated systems
 Analyzing product design alternative
 Understanding quality culture
 Satisfying the needs of both internal &
external
 Quality as a means of achieving c.a
 Translating customer needs into p.f
 Analysis of essential functions needed by
customer
Understanding Customer- Defined Quality
 In a total quality, quality is defined by the customer
 The customer must be the organization’s top priority. The
organization’s survival depends on the customer
 Reliable customers are the most important customers
 Customer satisfaction is ensured by producing high quality
products
QUALITY EVOLUTION

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QUOTES ABOUT QUALITY
“It’s not enough to do your best. First you have to know
what to do. Then you can do your best.”
—Dr. Edward Deming
“If you can’t describe what you are doing as a process, you
don’t know what you are doing.”
—Dr. Edward Deming
“It has been said that there will be two kinds of company in
the future, companies which have implemented Total
Quality and companies which are out of business”
—John Cullen 12
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QUESTIONS…?

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