Unit-1
Introduction to quality
management
Presented by
N.Vigneshwari
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CSC launches total quality management
solution for laboratories
http://www.menafn.com/menafn/11480fe54b56-4a5a-9a05-2b6edc1f9c2b/CSClaunches-total-quality-managementsolution-for-laboratories?src=MWHEAD
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Vision, mission and quality policy statements
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CUSTOMER FOCUS
The individual who buys the products of any
manufacturing organization is the most important person.
Without the buyer the whole manufacturing process becomes
meaningless. Hence every organization should focus on
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Attracting more customers
Making them happy
Retaining them
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All the three factors are equally important. Even if one is
neglected, the organizations stand to loose heavily
It is said that in an organization quality begins and ends with
customers
Customer is said to be the king in any business transactions.
He needs to be treated with dignity. Satisfying or delighting
the customer is a hard task, when there are many types of
customers in the market. However tough it may be, quality
warrants customer focus. How to deal with different types of
customers may be a nightmare for many. But simple solutions
are available.
There are different types of customers:
Type I
Type II
Type III
Type IV
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‘A customer who knows not what he wants and knows not that
he knows not what he wants’.
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They are significant customers. Be gentle with him. It is
relatively easy to satisfy him.
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‘A customer who knows not what he wants and knows that he
knows not what he wants’.
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They are humble customers. Teaching and training will make
them knowledgeable. Then satisfying will be easy.
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‘A customer who knows what he wants and knows not that he
knows what he wants’
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They are sleeping customers. There may be only a few
customers of this type. However, to awake them, attractive,
stunning advertisements will make them understand the
reality. Satisfying them will be tough.
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‘A customer who knows what he wants and knows that he
knows what he wants’.
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They are masters of themselves. They will be the demanding
types. Large percentage of customers fall in this category.
The success of quality mainly depends on making this
category of people satisfied. They will even assume the
position of the king
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Focus
‘Focus’ gives the organisation the power to not only
perform well but also to excel.
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A customer is the most important visitor in our
premises. He is not dependent on us. We are
dependent on him. he is not interruption in our work.
he is the purpose of it. He is not outsider on our
business. He is part of it. We are not doing him a
favour by serving him. He is doing us a favour by
giving us an opportunity to do so…..Mahatma
Gandhi.
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The iso 2000 version also embraced customer focus
& which is achieved by ensuring the following:
Meeting customer & regulatory requirements.
Assuring conformance
of product quality
consistently.
Exceeding customer expectations by constantly
enhancing quality levels.
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To identify and understand the customers.
To determine their requirements and expectations.
To establish the means of meeting and exceeding these
requirements and expectations.
“Little things that make you know customer better are
significant, not trivial,
So attention to these make all the difference”
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The ability to anticipate the needs of:
Existing loyal customer.
Potential customer
Dissatisfied customer
Competitor loyal customer.
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External customer.
The customer is any one on whom our product has an
effect
Internal customer are user of our “In- process Out
puts". They add value to the inputs received and after
value addition, passes it on to the next stage, which
becomes their internal customers.
“Our customer is the reason for the existence of our
organisation.”
It is for us as a supplier to understand :
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Who are our customers.
What are their needs and expectation.
How do we meet these needs & expectation.
How do we exceed these needs & expectations.
Answers to the above should be determined on a continuous
basis.
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To meet the requirements ,organisation should ensure
that:
We never break the promise.
We never promise more than what we can do.
We give them a little more than they require or
expect.
We never under estimate competition
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A customer has certain rights which every organisation must
essentially accept and honour. They are right to:
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Proper & adequate education.
Complete ,correct & honest information.
Health and safety
Select products as per choice
Enjoy the products purchased.
Re- dressal in case of dissatisfaction.
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Determination of these attributes is extremely
important, as they are the goals that the organisation
is to meet and exceed.
Stated needs: customer stated needs are vital &
require to be met the products.
They are required for design and development,
production &assessment for basic functioning of the
product.
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Implied needs: Corresponds to known and required
needs of the product .Essential & require to be met.
It is require for the safe and satisfactory performance
of the product.
Expectation: additional attributes wished to be built,
desired never stated.
They are adds on ,required to pull new customer
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Delight: absolutely unexpected, pleasing tangible or
untangible,free accompaniments
They are surprises for delighting customers.
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Complete and detailed information.
Adequate for the purpose.
Clear .
Measurable.
Tolerance of acceptable & achievable levels.
Specify methods of measurement & test.
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Make sure they are understood from customer’s view
point. May be based on the following attributes:
PERFORMANCE
FEATURES
CONFORMANCE
RELIABILITY
DURABILITY
SERVICEABILITY
PERCEPTION
“Keep your customer coming back and not your
products.”
 The entire purpose of focusing on the customer is to
ensure that to meet & exceed customer need &
expectation
 Develop customer & goals approach :to achieve
customer satisfaction & customer driven organisation.
“ An organisation that does not follow regulatory
requirements cannot be expected to follow voluntary
requirements in the true spirit”.
 Organisation should determine, follow, monitor and
endeavor to improve all regulatory requirements in
letter and spirit.
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Protecting the environment.
Conserving the resources
Avoiding wastage in any form.
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Exceeding customer expectation…for
edge.
WOW factor.
OUCH factor: undesirable occurrence.
Recovery of ouch situation
competitive
Total quality management - L.Suganthi
Anand A.Samuel
Thank you