This is Quality for Design, Conformance, Performance, Supplier valid to Customers.

1. QUALITY

2. Introduction
 Quality means conformance to valid customer
requirement. As long as the output falls within the
acceptable limits i.e. specification around a
desired which is called nominal value denoted by
‘m’.

3. Definition
 It can be defined as the value judgment assigned
to an objects, a place or an idea bases on its
worth to the observer
 “ Fitness for purpose or use”
 “ Quality is conformance to requirement”
By- CORSBY
 “Quality should be aimed at the needs of the
consumer , both present and future”
By- EDWARD
DEMING

4. Types of Quality
 Quality of design
 Quality of conformance
 Quality of performance

5. Quality of Conformance
Communicates
specification
Determination of
needs
CustomerOrganization
Supplier

6. Quality of Design
Determination
of needs
Communicates
specification
Supplier
Organization Customer

7. Quality of Performance
Communicates
Specification
Determination of
needs
CustomerOrganizationsupplier

8. The 8 Dimensions Of Product Quality

9. Service Quality Triangle
CUSTOME
R
STRATEGIES
PEOPLESYSTEM

10. STRATEGIES
 Distribution strategies, marketing strategies,
service strategies outlets these are all determined
through R$D , past expenses, market research,
customers recommendation etc.

11. System
 All the investments in technology , equipments by
the organization

12. People
 Recruiting
 Training
 Development of the right people for the right
position (job)
Thereby , empowering them.
People are the one who deal with the customers
and is therefore, a very quality service.

13. SPLIT BRAIN THEORY
LEFT BRAIN
FUNCTION
RIGHT BRAIN
FUNCTION
 Analytical thoughts
 Logic
 Language
 Maths
 Science
 Words of songs
 Holistic thoughts
 Intuitions
 Emotions
 Creativity
 Art of music
 Day dreaming

14. Ishikawa Diagram/ Fish Bone/ Cause and Effect
 Its is also known as fish bone diagram and cause
and effect diagram.
 It is developed by Dr.Kaora Ishikawa of Japan.
 It is an investigation tool that helps identify
potential
cause for particular quality problems.
They are also called fish bone diagram because
they look like the bones of the fish.

15. Quality
problem
General Cause and Effect Diagram

16. Product INPUTS Total
output
H C M E X
SOAPS 2 4 14 5 6 50
FACE
WASH
2.5 6 10 5 8 55
LIQUID
WASH
2 3 10 4 10 45
GELS 3 8 13 5 5 40
TOTALS 9.5 21 47 19 29 190
P and G manufactures soaps , face washes, liquid soaps and
gels. The input for each of these products are human (H), capital
( C ) , material ( M ) , energy ( E ) , and other expenses ( X ).
The money value for each inputs for each product in RS. LAKHS
is given below.

17. 1. Calculate the productivity of each individual input
factor.
2. Calculate total productivity of each product.
3. Calculate total productivity of the firm.
Produc
t
INPUTS TOTAL
OUTPU
T
H C M E X
SOAPS 50/2=25 50/4=12.5 50/14=3.5
7
50/5=10 50/6=8.33 50
F.W 55/2.5=22 55/6=9.16 55/10=5.5 55/5=11 55/8=6.87 55
L.W 45/2=22.5 45/3=15 45/10=4.5 45/54=1.2
5
45/10=4.5 45
GELS 40/3=13.3
3
40/8=5 40/13=3.0
7
40/5=8 40/5=8 40