Ideas for Quality

Improvement
 Brainstorming
 Quality Circles
 Interviewing
 Benchmarking
 5W2H Thinking
Polling
Good fragrance, cleanliness and light music are the examples of
which of the following dimensions of quality?
1. Aesthetics
2. Durability
3. Reliability
4. Serviceability
Thought for Quality
Managers
Choose a problem such as “ how to improve the performance of
students in your institution.” Conduct a brainstorming session
and bring out the conclusion.
Inspection
• Types of inspection
• Based on the quantity of inspection
• Census or 100% inspection
• Sampling inspection
• Based on the stage of inspection
• Inward or receipts inspection
• Regular interval inspection or routine inspection
• Critical point inspection
• Outward or final inspection
• Roving inspection or patrolling
Role of Inspection
• Problem identification or forecast
• Problem prevention
• Problem elimination
 Objectives of Quality
Control
 Evaluation of quality standards of outgoing and incoming material/
product.
 Judging the conformity of the process to the established standards and
taking suitable actions of any deviations are noted.
 Extraction of optimum quality obtainable under given conditions.
 Improvement of quality and productivity by process control/
experimentation.
 Developing procedures for good vendor-vendee relations.
 Inculcating quality control consciousness both within and out of the
organization.
 Quality in Service
Organizations
Issues:
 Intangibility
 Inseparability
 Heterogeneity
 Perishability
 Ownership
Examples
 Intangibility: insurance policies, tax preparation services and
cell phone service contracts
 Inseparability-Doctor if patient is there
 Heterogeneity- PC and Macbook
 Perishability-Airlines
 Ownership—Services od a restaurant
Goods-Services
Continuum
Evaluating Service Quality
Evolution of Quality
Management
• “Delivery of hospital services is different from food delivery
services”. It satisfy which of the following feature of service
characteristic?
A. Intangibility
B. Inseparability
C. Heterogeneity
D. Perishability

Discussion:
• What is Managerial Quality Control? How is it different from
Product Quality Control?
• Distinguish between the goods and services with reference to
quality control aspects?
• Do you think high cost item is of high quality? Discuss in
backdrop on various types of cost of quality?