1. © Copyright 2013 Anupam Kumar 1
Quality and Quality Control
Presented by:
Anupam Kumar
Reader
SMS Varanasi
Email: anupamkr@gmail.com
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© Copyright2013 Anupam Kumar
Quality
• Quality is one of the key dimensions of customer
value.
• Quality may be defined as
– Meeting or exceeding the requirements, needs and
expectations of the customer
– Whether or not those needs have been articulated.
• Managers need to understand the elements of
quality, as perceived by the user, to assess whether a
product or service is of high quality.
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Elements of Quality
• Garvin (1988) identified 8
dimensions of quality of a
product:
– Performance
– Features
– Conformance
– Reliability
– Durability
– Serviceability
– Aesthetics
– Perceived quality
• To design and deliver a
quality product, a
company need not be
high on all the
parameters.
– Manufacturer of a food
product may focus on
conformance, reliability
and aesthetics.
– A diesel engine
manufacturer may
emphasize performance
and features relative to
competitors.
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Element of Quality
• Garvin’s eight dimensions apply to both products and
services.
• However for services which are intangible certain
process based elements are also referred to.
– Reliability
– Responsiveness
– Assurance
– Empathy
– Tangibles.
• Quality of product usually means conformance to
requirement. 4
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Quality Control
• Quality control is the process through which
– we measure the actual quality performance and
– compare it with the standards and
– take corrective actions.
• Quality control is distinct from Inspection.
• Quality control lays more emphasis on the
future production unlike inspection which
focuses on the past production.
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Quality Control Tools
• Quality control process
takes the help of 7
quality control tools.
– Scatter diagram
– Check sheet
– Graph and Charts
– Histograms
– Pareto Diagram
– Cause & Effect Diagram
– Control Charts
• These tools help in
– the identification of
problem, and
– Establishment of
measures for
improvement
– Usually through
statistical means.
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© Copyright2013 Anupam Kumar