Quality is Free

A.K. Jain Executive Director

Bharat Heavy Electricals Limited, India ashokjain@bhel.in

CUSTOMER SUCCESS

LOVE YOUR CUSTOMER

CUSTOMER DELIGHT

CUSTOMER SATISFACTION

Mantra for Quality

Moving on a Strenuous Highway from New Delhi to Haridwar

• Distance - 200 km • Time - 5 to 6 hour• Location - Midway• Many restaurants • Ready to serve

Quality Level : Customer Satisfaction

Meeting Customer Requirements

Quality Level: Customer Delight

Exceeding Customer Expectations

Quality Level : Customer SuccessMaking Customer Successful in his endeavour Cheetal Grand….

Picturesque ambiance Sprawling lawn, full of

fragrance from blossoming flowers with chirping of colorful birds

Soothing green environment and cleanest rest rooms

greets you with sign board at entrance“We Serve Relaxation”

Love your Customer

Quality Level : Customer Success

Love your Customer Deliver Products Deliver Services

“Serve Relaxation”

Making Customer Successful in his endeavour

QUALITY

Fitness for use

- Juran

QUALITY

Conformance to requirements

- Phil Crossby

QUALITY

Degree to which a set of inherent characteristics fulfils requirements,

expectations and needs

ASPECTS OF QUALITY

1. Product Quality

Customer satisfaction

2. Process Quality

Effectiveness and efficiency

3. Social Quality

Conformity to regulations

PRODUCT QUALITY

• Quality of planning

• Quality of design

• Quality of production

• Quality of after servicing

TYPE OF PRODUCTS

• Contract products

• Market products

Product standards Quality criteria

Contract products Produce by purchaser

Conformance to standards

Market products Produced by supplier

Conformance to requirements

QUALITY

Quality is free- Phil Crossby

GRADE

Category or rank given to entities having the same functional use but different

requirements for quality

QUALITY

Conformance to standards

Conformance to requirements

PROCESS QUALITY

Effectiveness and efficiency of doing things

DO THINGS

RIGHT THE

FIRST TIME

Appeared Latent

Process quality Scrap, rework Low efficiency

Product quality Claim, repair Loss of customer

SOCIAL QUALITY

Effects on society and environment

POTENTIAL QUALITY LOSS

• Unnecessary redundant designs

• Over strict tolerances

• Excessive inventories

• Poor line balancing

• Undeveloped human resources

QUALITY

PRODUCT & SERVICE

PROCESS SOCIAL

Difficulties in Quality Management (1)

The value of quality is judged by

purchasers, not by suppliers.

The New Way1. Designing a product(with appropriate tests).2. Making it and testing it in production line and in

laboratory.3. Putting it on the market.4. Through market research, finding out what users　 think of it and why non-users have not bought it. 5. Redesign the product, in the light of consumer

reactions to quality and price.

These steps are then repeated. W.E. Deming(1950)

Research Design

Sale Production

Deming Cycle

Difficulties in Quality Management (2)

Suppliers do not obtain

the results of quality directly

Difficulties in Quality Management (3)

Quality is achieved through

the combined activities of

many different elements

Difficulties in Quality Management (4)

Quality problems in mass production cannot be solved by reworking, reprocessing or any other actions directed solely to the results.

Difficulties in Quality Management (5)

Evaluation of effects of quality management become difficult as it has gotten progress.

T H A N K S

MANTRA IS CUSTOMER SUCCESS IS OUR SUCCESS

GRAHAK SAFAL HUM SAFAL