Quality Management (Chapter – 17)
A Debate on Quality –
1. Excellence – From this perspective, excellence is investing in
best resources (skill and effort) to produce results that are
extraordinary. Tuchman (1980)
2. Value – This refers to the value/quality you obtain form the
product in comparison to the cost paid for it. Abbott (1955)
3. Specification – This refers to how well a firm/product can adopt
to the specification of the consumer. This ability to change
according to the custom needs is perceived as quality by the
customer.
4. Customer needs – this has an emotional view to explaining
quality. It refers to the product meeting or exceeding
consumer needs to come across as a quality product.
5. Service Quality – this refers to the way you deliver the service.
Some Perspectives of Quality –
Perspective Definition
Mathematical Conformance to specification
System-structural Conformance to procedure
Control- organisational Continuously meeting customer requirements
Economic Cost of (un)quality
Holistic Continuously meeting customer requirements at lowest cos
Strategic Quality as competitive advantage
Quality -- It means the ability of a product (or service) to
consistently meet or exceed customer expectations. It is very
important in this context to focus on the design and technology
(ability of the product/service), the steady deliverance of excellence
(consistency) and exceeding customer expectations. This definition
makes a point that there are two views on quality –
1. Operations View of Quality – this states that the
product/service should meet and confirm to the customer
A Debate on Quality –
1. Excellence – From this perspective, excellence is investing in
best resources (skill and effort) to produce results that are
extraordinary. Tuchman (1980)
2. Value – This refers to the value/quality you obtain form the
product in comparison to the cost paid for it. Abbott (1955)
3. Specification – This refers to how well a firm/product can adopt
to the specification of the consumer. This ability to change
according to the custom needs is perceived as quality by the
customer.
4. Customer needs – this has an emotional view to explaining
quality. It refers to the product meeting or exceeding
consumer needs to come across as a quality product.
5. Service Quality – this refers to the way you deliver the service.
Some Perspectives of Quality –
Perspective Definition
Mathematical Conformance to specification
System-structural Conformance to procedure
Control- organisational Continuously meeting customer requirements
Economic Cost of (un)quality
Holistic Continuously meeting customer requirements at lowest cos
Strategic Quality as competitive advantage
Quality -- It means the ability of a product (or service) to
consistently meet or exceed customer expectations. It is very
important in this context to focus on the design and technology
(ability of the product/service), the steady deliverance of excellence
(consistency) and exceeding customer expectations. This definition
makes a point that there are two views on quality –
1. Operations View of Quality – this states that the
product/service should meet and confirm to the customer
