Click to edit Master title style We provide quality service · Click to edit Master title style 4...
Transcript of Click to edit Master title style We provide quality service · Click to edit Master title style 4...
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“Quality is our recipe”
“We provide quality service”
“Quality Work by Quality People”
“Our goal is to deliver a quality product”
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Understanding the relevance of QUALITY 1. What is qual i ty & why is i t re levant2. Qual i ty and people 3. Qual i ty and process 4. The sof t s ide of qual i ty*
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Is it true that quality never goes out of style?
Does quality stand the test of time?
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Continuous Changederived from continuously changing consumer needs makes it impossible for quality standards to remain constant. However, quality standards can be cyclical.
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What is Quality?Q U A L I T Y h a s m a n y d e f i n i t i o n s
G e n e r a l ( G o o g l e ) d i c t i o n a r y d e f i n i t i o n T h e s t a n d a r d o f s o m e t h i n g a s m e a s u r e d a g a i n s t o t h e r t h i n g s o f a s i m i l a r k i n d ;
t h e d e g r e e o f e x c e l l e n c e o f s o m e t h i n g .
P r o d u c t b a s e d C o n f o r m a n c e t o r e q u i r e m e n t s ( P h i l i p C r o s b y )
F i t n e s s f o r u s e ( D r . E d w a r d s D e m i n g )
S e r v i c e a n d P e r f o r m a n c e b a s e d F i t n e s s f o r p u r p o s e ( D r . J o s e p h J u r a n )
M a n a g e m e n t b a s e d8 0 % o f q u a l i t y p r o b l e m s a r e c a u s e d b y m a n a g e r s ( D r . D e m i n g )
To t a l Q u a l i t y C o n t r o l ( F e i g e n b a u m )
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Value and Quality VALUE QUALITY
•Benefit •Usefulness •Monetary attribute •Worth
•Characteristics in relation to needs
•Freeness from Deficiencies
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Quality is Personal• Beliefs• Assumptions• Principles or standards of
behavior• Personal judgement on
importance
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Understanding the quality paradigm
Values
Quality
Value
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Values to Quality Map
Beliefs, Assumptions,
Principles Desired standards Quality/Cost
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For today’s consumer Quality = Product satisfaction AND Service
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The relevance of organizational quality?
•Quality Leadership?•Quality Management?•Quality Improvement?•Quality Assurance?•Quality Control?
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Troubleshooting Organizational Quality
Process Quality People Quality* (of life)
•Standardization •Conformance to standards
•Efficiency and Effectiveness
•Production
•Purposeful activities •Meaningful work •Fulfillment and satisfaction
•Personal value delivery
•Health and Safety
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Communication Qual i ty is impossib le to at ta in wi thout e ffect ive communicat ion
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Clarifying Leadership and Leaders
Leadership Leaders • The process of leading• Method based • Systematic
• A person responsible for followership
• Influence • Personal
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Quality – Leadership*
Empathy
Behavior Respect
Humility Patience
Structure
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Quality Management*
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Quality – Improvement
Voice of the customer*
Voice of the process
PDCA*
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Quality –Assurance
Standards
Performance*
Management*Resources
Communication*
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Quality Control
Quality
Measures
Management*
Establish Quality (VOC)
Define relevant measures
Implement management process
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Quality Improvement
Leadership *
Workforce commitment*
Method
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““It is not how much time you put in that counts but how much you put into time….
Quality begins with you take the time to determine purposefulness and pursue excellence.”