MANAGING QUALITY

Assalammualaikum. Today we are going to discuss about managing quality. What do you understand about quality? Why quality is important? Have you ever bought a product but you don’t satisfy with the goods? Do you feel regret after you paid with expensive price and yet the goods is damage. That shown that quality is very important role to satisfy customer requirements. As you know, quality is very vital to organization which quality will affect the perception of customers. If the goods is low quality and easy to defect, customers will easily substitute to other products with product more high quality.

MANAGING QUALITY

What is quality?

Quality is a totality of features and characteristics of a product or service that bring satisfaction ability to customer.

There are 9 key dimensions of quality which are;
1. Performance
2. Features
3. Reliability
4. Conformance
5. Durability
6. Serviceability
7. Aesthetics
8. Perceived quality
9. Value

The quality is a vital to improves profit which will gain more sales by improved response, flexible pricing and improved reputation. The cost also need to be reduced while increased the productivity, lower the rework and lower warranty costs. This will gain more profit.

Implications of quality?

Will improve company reputation that based on the perception of new products, employment practices and supplier relations. Second, will improve product liability that can reduce risk. Third, global implications that improves ability to compete with other companies.

The relationship between quality and JIT?

Just in time cuts the cost of quality, Just in time improve quality. Better quality means less inventory and easier to use Just in time system.

Six sigma in quality?

This means a program which design to reduce defects, lower costs and improve customer satisfaction. What have six sigma do? By implement this six sigma, it will emphasize defects per million opportunities as standard metric, provide extensive training, focus on corporate sponsor support and create process improvement.


Since 85% of quality problem are due to process and material, this will getting the employees to involve in product and process improvements. There are 5 techniques to improve product and process which are;

1. Communication networks
2. Supportive supervisors
3. More responsibility to employees
4. High morale organization
5. Formal team structure
6. Inspection

It is very important process to examine either the goods is good or defective.