Quality, Quality Management: Meaning and Concepts, Quality characteristics of Products and Services

Definition of 'Quality Management'

The act of overseeing all activities and tasks
needed to maintain a desired level of
excellence. This includes creating and
implementing quality planning and assurance,
as well as quality control and quality
improvement. It is also referred to as total
quality management (TQM).

quality

Quality is important to businesses but can be
quite hard to define. A good definition of
quality is:
“Quality is about meeting the needs and
expectations of customers”
Customers want quality that is appropriate to
the price that they are prepared to pay and the
level of competition in the market.
Key aspects of quality for the customer
include:
Good design – looks and style
Good functionality – it does the job well
Reliable – acceptable level of breakdowns or
failure
Consistency
Durable – lasts as long as it should
Good after sales service
Value for money
‘Value for money’ is especially important,
because in most markets there is room for
products of different overall levels of quality,
and the customer must be satisfied that the
price fairly reflects the quality.

In manufacturing, a measure of excellence or a
state of being free from defects, deficiencies
and significant variations . It is brought about
by strict and consistent commitment to certain
standards that achieve uniformity of a product
in order to satisfy specific customer or user
requirements . ISO 8402-1986 standard defines
quality as "the totality of features and
characteristics of a product or service that
bears its ability to satisfy stated or implied
needs."

Drivers of Quality:

1-Customers.
In a customer-driven organization, quality
is established with a focus on satisfying or
exceeding the requirements, expectations,
needs, and preferences of customers.
Customer-driven quality is a common
culture within many organizations.
2-Products / Services:
A culture of product / service-driven
quality was popular in the early stages of
quality improvement. Conformance to
requirements and zero defect concepts
have roots in producing a product /
service that meets stated or documented
requirements.
In some cases, product / service
requirements originate from customer
requirements, thereby creating a common
link to customer-driven quality, but the
focus of the culture is on the quality of
the product/ service.
If the customer requirements is
accurately stated and designed into the
production / service delivery process,
then as long as the product / service meet
the requirements, the customer should be
satisfied. This approach is common in
supporting the ISO 9001-based quality
management system.
3- Employee Satisfaction:
This concept is that an organization takes
care of employee’s needs so that they can
be free to worry only about the customer.
Employee satisfaction is a primary
measure of success for this type of
organization.
4- Organizational focus:
Some organizations tend to focus on total
organizational quality while others are
quite successful at using a segmented
approach to implementing quality.

Why quality is important to a growing
business?

Good quality helps determine a firm’s success
in a number of ways:
Customer loyalty – they return, make
repeat purchases and recommend the
product or service to others.
Strong brand reputation for quality
Retailers want to stock the product
As the product is perceived to be better
value for money, it may command a
premium price and will become more price
inelastic
Fewer returns and replacements lead to
reduced costs
Attracting and retaining good staff

Concepts/Elements in Quality Management
Or
Quality Mgmt Plan

Quality Planning
Quality Assurance
Quality Control

Quality planning allows quality to be designed
into the deliverables of the project before the
first task has begun. It is therefore done
during the development phase of the project
life cycle. It may involve identifying standards
or best practices. Design of experiments is one
tool that identifies which variables will have
the most influence on the final quality of a
product.
Quality planning for GIS projects may include
several important aspects, some of which
overlap with those identified for information
technology projects, and some of which are
unique to GIS. For example, functionality is an
important aspect of many IT projects. If you
are customizing an mapping interface, you will
need to address similar questions of
functionality. If, however, you are creating
paper copies of maps for botanists to use as
they collect samples, functionality of how the
map will be used remains important.
Quality assurance is what must be done
during the actual tasks to ensure that the
standards identified during quality planning
are met. It is therefore done during the
implementation phase of the project life cycle.
There are several tools available for a project
manager to assure the quality of products. One
is quality audits , a structured review of
quality with an eye towards improving
performance. Another is benchmarking,
comparing methods or products with others of
recognized quality. Thus, a benchmark is not
something created in the project, but
something recognized by the project and used
for comparison with products or methods in
the project. Sometimes, benchmarks may be
recognized throughout an industry. Other
times, they may be identified uniquely for use
in one particular project.
Quality control is used to improve the quality
of products or methods by focusing on such
outputs as rework decisions, acceptance
decisions, and adjustment of processes. It is
also done during the implementation phase of
the project life cycle. Rework means that a
product does not meet standards, cannot be
provided to the end user as a deliverable, and
must have additional work done to it to bring
it up to standards. Acceptance means that the
product does meet standards and can be
provided to the end user as a deliverable.
Process adjustments are made to corrective
actions taken to the methodology in efforts to
increase acceptance and decrease rework.

Quality Characteristics of Goods and Services

Functionality, how well does it work.

Appearance, how is its look, feel, design, colour, etc

Reliability, how trustworthy is it.

Recovery, how well and how quickly may defects be rectified.

Durability - the total useful life of the product or service.

Examples of Quality Characteristics
For Products
Performance
Serviceability
Reliable
Reasonable Price
Ease of Use
Maintainability
Durability
Simplicity of Design
Aesthetics
Available
Safe
Ease of Disposal
For Service
Responsiveness
Credibility
Available
Reliable
Safe
Security
Competence
Understand the Customer
Accuracy
Completeness
Timeliness
Communication