QUALITY, PLANNING AND CONTRO

Erika Mae Quiambao

Eunice Satimbre
Marco Lacap
 What makes a product good quality?
Good products must have a solid value proposition
and solve a real problem, be understandable by
users, perform their task as easily and efficiently
as possible, and become better and harder to part
with the more they are used.
IMPORTANCE:
Meet Customer Expectations - Regardless of what industry you’re involved in, your
customers aren’t going to choose you solely based on price, but often on quality.
Quality is Critical to Satisfied Customers- If you fail to meet customers' expectation,
they will quickly look for alternatives. Quality is critical to satisfying your customers and
retaining their loyalty so they continue to buy from you in the future.
Establish Your Reputation- Quality reflects on your company’s reputation. This not only
helps drive your brand awareness, but it also creates the much-desired FOMO effect, which
stands for “Fear of Missing Out.” Social-media users that see your company’s strong
reputation will want to become part of the product or service you’re offering, which can
boost your sales.
Meet or Exceed Industry Standards- Adherence to a recognized quality standard may be
essential for dealing with certain customers or complying with legislation.
Manage Costs Effective- Poor quality increases costs. If you do not have an effective
quality-control system in place, you may incur the cost of analyzing nonconforming goods
or services to determine the root causes and retesting products after reworking them.
Why Quality Matters Over Quantity in Business?
 01 Sustainability

Importance of 02 Productivity

quality in a
business 03 Profitability

04 Customer satisfaction

05 Success of Business
Impor tance of Quality Management:
“Quality management” ensures
superior quality products and
ser vices. Quality of a product can be
measured in terms of per formance,
reliability and durability.
Quality management is essential for
customer satisfaction which
eventually leads to customer loyalty.
Quality Management ensures
increased revenues and higher
productivity for the organization.
7 Product Quality Parameters
1. Ability to meet stated needs
The first and foremost quality parameter is that whether the product can do
what it claims with certainty and repeatability.
2. Durability
Good products are always durable for the time period of their intended use.
3 . Re l i a b l e
This point is bit similar to the first point but reliability is that the quality is
so good that you can rely on it for every time.
4. Efficient
Product quality is not only on the performance of a product but also how
well it performs the job or saves costs. Poor quality is often linked to more
money being spent on operations and repairs.
5. Safe
A good product would always focus on security of the end user. Many
products focus heavily on it and it helps them establish a positive brand
image in the market.
6. Finishing and Build Quality
A good product would always have proper finishing without rough edges or
poor visual quality.
7 . Pa c k a g i n g
An important parameter for product quality can be its packaging. Good
products have proper packaging, labels, manuals and documentation with
proper branding and quality.
What is Quality Control and why it is important in
production?
 THE IMPORTANCE OF PRODUCT QUALITY:

Dimensions of product quality: Dimensions of Service

• •Performance Quality:
• • Aesthetics •Convenience
• •Special Features
•Responsiveness
•Time
• •Reliability
•Assurance
• •Durability •Tangibles
•Consistency
The Determinants of Quality:

• Quality of Design – Intention of designers to include or

exclude features in a product or service. The starting point
of producing quality in products begins in the “design
phase”.
• Quality of conformance- refers to the degree to which
goods and services conform to the intent of the designer.
• Ease of use – refers to the ease of usage of the product or
services for the customers. The term “ease of use” refers
to user instructions.
• Services offered to the customer after delivery. There
will be times when products may fail or problems with
usage may occur. This is when “Service after delivery” is
important through recall and repairs of the product,
adjustment, replacement or buys back, or reevaluation of a
service.
 Good quality can: Consequences include:

• Raise Company’s
Reputation • loss of business and existing
• Increase Productivity market share
• Increase Customer • lack of productivity
Loyalty • increased costs
• Increase Customer
Satisfaction
Is an integrative philosophy of management
for continuously improving the quality of
products and processed.
 Basic Principles of Total Quality
Management

Satisfy the Customer

Satisfy the Supplier

Continuously Improve the

Business Process
 Satisfy the Customer
• Satisfy the User- If the user of the product is different than the
purchaser, then both the user and customer must be satisfied,
although the person who pays gets priority.
• Company Philosophy: A company that seeks to satisfy the
customer by providing them value for what they buy and the
quality they expect will get more repeat business, referral
business, and reduced complaints and service expenses.
• Internal Customers: Within a company, a worker provides a
product or service to his or her supervisors. If the person has any
influence on the wages the worker receives, that person can be
thought of as an internal customer.
• Chain of Customers: Often in a company, there is a chain of
customers–each improving a product and passing it along until it
is finally sold to the external customer.
 Satisfy the Supplier

• Get Better Work: The reason to do this is to get more

productivity out of the workers, as well as to keep the good
workers.
• Empower Workers: One area of satisfying the internal suppler is
by empowering the workers.
• Work Smarter, Not Harder: Some companies have tried to
improve by making employees work harder. This may be
counterproductive, especially if the process itself is flawed.
• Worker Suggestions: Workers are often a source of continuous
improvements. They can provide suggestions on how to improve
a process and eliminate waste or unnecessary work.
The Principles of Quality Management

Quality management adopts a number of management

principles that can be used by top management to
guide their organizations towards improved
performance.
 The Principles:

• Customer focus
• Leadership
• Involvement of people
• System approach to management
• Continual improvement
• Factual approach to decision making
W h a t i s t h e i m p o r t a n c e o f To t a l
Quality Management in all
Establishment/Organizations?

A continual process of improving and enhancing customer

satisfaction through a comprehensive approach of
management by ensuring the participation of all the
employees to deliver superior quality of product or service
for long-term success.
“Quality is never an accident. It is always the result of an
intelligent effort”

-John Ruskin
The Cycle of TQM
The Cycle of TQM
▸Planning Stage: The primary stage in TQM requires employees to identify
the undergoing problems, issues or any challenges with the operations of
the organization. Employees have to revise the hypothesis and conduct
necessary research by collecting data so as to test the same and come up
with recommendations for a problem.

▸Doing Stage: In this stage, employees design solutions for identified

problems and implement strategies to overcome the same. The
effectiveness of the results is also measured in this phase.

▸Checking Stage: The comparative analysis of the attained results data

before and after conducting the research is measured.

▸Acting Stage: The last stage, where derived solutions/recommendations

are implemented.
What are the Benefits of Total Quality Management?
1. Cost Reduction and Increased Profitability

2. Facilitates Productivity

3. Reduces Redundant Activities

4. P r o m o t e s In n o v a t i on P r o c e s s

5. Market-Specific Products/Services

6. Holistic Approach to Management

7. Promotes Continual Improvement

8. Facilitates Competitive Edge

9. Promotes Good-Will

10. F a c i l i t a t e s E f f e c t i v e C o m m u n i c a t i o n a n d E m p l o y e e M o r a l e

11. F a c i l i t a t e s C u s t o m e r S a t i s f a c t i o n
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