1. INTRODUCTION TO QUALITY
Unit 1 – Chapter 1
INTRODUCTION TO QUALITY

2. What is Quality??? (Is it a fact or perception)
Quality is fitness for use: product works exactly as expected
Conformance to specifications: design with low cost, fast delivery, and good service
Meet customer standards : customers likes or dislikes
Meet customer needs
Meet expected or unexpected needs as per future business plan

3. Definitions of Quality
Customer Based Definition: Fitness for use
Manufacturing Based: Conformance to specifications
Product Based: Comparison with other similar product with less attributes
Value Based: People don’t buy products, they buy benefits
Transcendent Quality: perception that it is good with zero defects or minimum defects, meets expectation, reasonable price

4. “I don’t know what it is, but if I’m delighted by acquiring it, I’ll buy it!”
This means because of some characteristics customers attract to buy the product even if the desired requirements are different.

5. Core Components of Quality
Quality is based on customer satisfaction by acquiring a product: determining whether quality is achieved or not??
The organization must define Quality parameters before it can be achieved: The cycle of improvements through measurements:
Define: customer must know what ‘Must be’, what ‘Should be’ and what ‘Could be’ present in the product.
Measure: quantitative measurement to measure the gap between what is expected and what is delivered.
Monitor: some mechanism used (testing models) to monitor the process used in development of product.

6. d) Control: provides desired results and avoid undesired things going to customers. e) Improve: to overcome with possible competition, customer complaints 3. Management must lead the organization through improvement efforts: management should endeavor quality improvement by defining vision, mission, policies, objectives, strategies, goals and values 4. Continual Improvement is necessary: inspection, review, testing, sorting to inspect product and report the defects so it will be fixed

7. Continuous Improvement Continual Improvement
Dynamic Change management
Dynamic as well as Static change management
Changes are done at every stage
Changes are done before taking any steps
Periodic Improvement
Eliminate Waste Continuously
Waste removed in stages
High dependence on people having skills
Less Dependencies
Environment is changed continuously
Changes in environment gets stabilized
People are not able to digest continuous changes
Easy to digest before next stage of changes is introduced

8. Quality View(Stakeholders)
Stakeholders are the people or entities interested in success/ failure of a project.
Customers: main stakeholder who pay for the product to satisfy his requirements.
Supplier: External Suppliers supplying hardware, software, machines, Internal Suppliers supplying system administrator, training providers
Employee: people working on project
Management: project management, staff management, seniors, investors
Society: who will be using product
Government: local, state, central government can get benefit through project.

9. Customer’s View of Quality
Delivering right product
Satisfying Customer’s needs
Meeting Customer Expectations
Treating every customer with Integrity, Courtesy and Respect

10. Supplier’s view of Quality
Doing the right things (Follow requirements)
Doing it the right way (Follow correct process)
Doing it right the first time(do it correct at first time)
Doing it on time

11. User’s Gap/Requirement Gap
It is the gap between requirement specifications for the product and user expectations.
Closing User’s Gap:
Customer Surveys
Joint Application Development(JAD) (continues interaction together with users)
User Involvement in Application Development

12. Producer’s Gap/Development Gap
It is the gap between product actually delivered and the requirements and specifications developed for the product.
Closing User’s Gap
Process Definition: Do and Check
Work Product Review

13. Financial Aspects of Quality

14. Cost of Manufacturing: cost required to develop right project with right method at right time.
Cost of Quality: it includes..
Cost of Prevention which defined guidelines, standards of development, testing. Termed as Green Money
Cost of Appraisal which performs reviews and testing. Termed as Blue Money
Cost of Failure which includes violation and defects. Termed as Red Money

16. Definition of Quality with new perspective
Predictable degree of uniformity, dependability at low cost and suited to market
Degree to which a set of inherent characteristics of the product/ service fulfills the requirements
Ability of a product or service that bears upon its ability to satisfy implied or expressed need

17. Total Quality Management(TQM)
TQM can be defined as a management technique for improving processes, products, services and the other approaches associated with the product. It focusses on the entire business and NOT just on a particular project or process.

18. Quality Principles of TQM
Develop Constancy of purpose of definition and deployment of various initiatives.
Adapting to the new philosophy of managing people/standard by building confidence and relationships.
Declare freedom from mass inspection of incoming/product output.
Stop awarding of lowest price tag contracts to suppliers

19. Improve every process used for development and testing of product
Institutionalise training across the organization for all people.
Institutionalize leadership throughout organization at each level.
Drive out fear of failure from employees
Break down barriers between functions/departments.
Estimate exhortations by Numbers, Goals, Targets.

20. Estimate arbitrary numerical targets which are not supported by processes
Permit pride of workmanship for employees
Encourage education of new skills and techniques
Top Management commitment and action to improve continually.

21. Quality Management through Statistical process control
Quality Planning at all levels
Quality planning at Organizational level: policy definition and strategic plans
Quality planning at Unit level: follow the strategies
Quality Control: examine the product at various levels
Quality Improvement: improve quality at every stage

22. Continual Improvement Cycle
Plan: Vision Mission for Project
Do: Follow road map
Check: compare actual outcome with expected
Act: take decisions

23. Quality in Different areas
Airlines Industry
HealthCare Industry
Food Service Industry
Customer Products Industry
Military Services
Automotive Industry
Communication Industry

24. Benchmarking and Metrics
Benchmarking: to get quality product set measurable variables which can be used to asses product
Metrics: defined for collecting information

25. Types of Problem Solving Techniques
1. Qualitative Problem Solving: high, medium, low qualitative solution. It saves time, accurate data
2. Quantitative Problem Solving: “the cost has increased 32.5%”. It must follow Define, Measure, Monitor, Control and Improve.

26. Advantages Accuracy Decision Support by least variation
No manual variation
Tools can be used for assessing metrics
No hard work to perform computations
Accurate and fast result
Can be integrated with other systems

27. Disadvantages Needs training before they used
Tools can have some mistakes while building
More time to learn and implement
Decision has to be taken by human being not by tool.

28. Tools and Techniques Tools Techniques
Usage of Tool guided by technique
Technique is independent of any tool
Different techniques may use same tool
Same techniques may use different tools
Tool Improvement needs technological change
Technique change can be effected through procedural change
Contribution of tools in improvement is limited
Contribution of techniques in improvement is important