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CHAPTER 1 : INTRODUCTION TO QUALITY, CHAPTER 2 : ACHIEVING SUSTAINING AND…
CHAPTER 1 :
INTRODUCTION TO QUALITY
DEFINITION OF QUALITY
the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs
NEED:
Quality management tools help an organization to design and create a product which the customer actually wants and desires.
Quality Management ensures increased revenues and higher productivity for the organization. Remember, if an organization is earning, employees are also earning.
ELEMENTS AND REQUIREMENTS IN QM
The organization's quality policy and quality objectives.
Quality manual.
Procedures, instructions, and records.
Data management.
Internal processes.
Customer satisfaction from product quality.
Improvement opportunities.
Quality analysis.
Quality expectations represent the key quality requirements for the product.
Quality expectations refer to any standards or processes that must be followed and applied.
Quality expectations explain the use and application of either/or the customers or suppliers quality system.
EXPECTATIONS IN QUALITY MANAGEMENT
IMPORTANCE OF QUALITY MANAGEMENT
Quality management processes make the organization a better place to work.
Remove unnecessary processes which merely waste employee's time and do not contribute much to the organization's productivity.
Quality management enables employees to deliver more work in less time.
IMPORTANCE OF QUALITY
Quality is critical to satisfying your customers and retaining their loyalty so they continue to buy from you in the future.
Quality products make an important contribution to long-term revenue and profitability.
They also enable you to charge and maintain higher prices.
Definition of quality management :
Quality management ensures that an organization, product or service is consistent.
It has four main components: quality planning, quality assurance, quality control and quality improvement.
Quality management is focused not only on product and service quality, but also on the means to achieve it.
CHAPTER 2 : ACHIEVING SUSTAINING AND IMPROVING QUALITY
Features and characteristics of QUALITY
Performance.
a product's primary operating characteristics
Features.
accuracy, timeliness, completeness
Conformance.
meeting the standards defined in the design phase after the product is manufactured or while the service is delivered.
Durability.
the power of lasting or continuing in the same state by resistance to causes of decay or dissolution.
Serviceability.
the speed with which the product can be put into service when it breaks down
Aesthetics.
a core design principle that defines a design's pleasing qualities
Perceived quality.
the quality that customers acknowledge via the look, the touch, and the feel.
Reliability
the probability that a product, system, or service will perform its intended function adequately for a specified period of time
NATURE OF QUALITY MANAGEMENT
Quality management is the act of overseeing all activities and tasks needed to maintain a desired level of excellence.
Quality management includes the determination of a quality policy, creating and implementing quality planning and assurance, and quality control and quality improvement.