Quality management

1. Lecture on Quality
Er. Rampal Singh Ojha

2. Quality
• Some goals of quality programs include:
• Fitness for use. (Joseph Juran) (Is the product or service capable of being
used?)
• Fitness for purpose. (Does the product or service meet its intended
purpose?)
• Customer satisfaction. (Does the product or service meet the customer's
expectations?)
• Conformance to the requirements. (Does the product orservice conform to
the requirements?)

3. Quality
• Quality is conformance to specifications (Edward Deming)
• Quality is conformance to requirement (Philip crosby)
• Quality is what customer says, it is Feigenbaum

4. Quality
• The totality of features and characteristics of a product and service
that bear on its ability stated or implied needs of customers
• A quality system is agreed on company wide, plant wide operating
work structure (effective,integrated,technical and managerial
procedures) for guiding the coordinated actions of
people,machines,or the information of company in the best and most
practical ways to assume customer quality satisfaction and
economical cost of quality
• Quality is inversely proportion to variations