NOTES 2 DEFINITION OF TOTAL QUALITY MA
TOTAL QUALITY (TQ)- is a people focused management systems that aims continually lower real cost. TQ is a total system approach (not a separate area or program) and an integral part of high level strategy ; it works horizontally
QUALITY
There is no exact concept of quality because people view quality subjectively and in relation to differing criteria based on their individual roles in the production-marketing value chain . The meaning of quality profession grows and matures. A study that asked managers of 86 firms in the eastern United States to define quality produced several dozen different responses,
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 a customer
Judgemental Perspective
-Walter Shewart first defined quality as the goodness of a product.
Product-Based Perspective (Quality of A Product)
-It is a function of a specific, measurable variable and that differences in quality reflect differences in quantity of some product attribute. Quality is often mistakenly assumed to be related to price. The higher the price , the higher the quality.
User-Based Pespective
-quality based on the presumption that quality is determined by what a customer wants. Individuals have different wants and needs and hence have different quality standards. Quality is then defined as fitness for intended use or how well the product performs its intended function.
Value Based Perspective (the Value is right) Quality is defined as based on value that is the usefulness or satisfaction to price. A quality product is one that is as useful as competing products and is sold at a lower price, or one that offers greater usefulness or satisfaction at a comparable price.
Manufacturing Based Perspective (conformance to specification)
Desirable outcome of engineering and manufacturing practice of conformance to specifications.
QUALITY
There is no exact concept of quality because people view quality subjectively and in relation to differing criteria based on their individual roles in the production-marketing value chain . The meaning of quality profession grows and matures. A study that asked managers of 86 firms in the eastern United States to define quality produced several dozen different responses,
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 a customer
Judgemental Perspective
-Walter Shewart first defined quality as the goodness of a product.
Product-Based Perspective (Quality of A Product)
-It is a function of a specific, measurable variable and that differences in quality reflect differences in quantity of some product attribute. Quality is often mistakenly assumed to be related to price. The higher the price , the higher the quality.
User-Based Pespective
-quality based on the presumption that quality is determined by what a customer wants. Individuals have different wants and needs and hence have different quality standards. Quality is then defined as fitness for intended use or how well the product performs its intended function.
Value Based Perspective (the Value is right) Quality is defined as based on value that is the usefulness or satisfaction to price. A quality product is one that is as useful as competing products and is sold at a lower price, or one that offers greater usefulness or satisfaction at a comparable price.
Manufacturing Based Perspective (conformance to specification)
Desirable outcome of engineering and manufacturing practice of conformance to specifications.