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Taste is a Matter of Choice; butQuality is a Matter of Fact
Just What Is
Quality?ByPradip V. MehtaFellow, American Society for Quality
Fellow, Textile Institute, U. K.
Presented at the Professional Development
Meeting of the Dallas Section of ASQ
27
September 2012
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Taste is a Matter of Choice; butQuality is a Matter of Fact
How to Get More Out of This
Session?
Ask Questions
One who asks a question is a fool for a moment, however, one whodoes not ask a question is a fool for life.
---A Chinese Proverb
Participate in discussionsshare your views
Share your experience(s) relevant to thediscussion topic
Keep an open mindThe mind is like a parachute, it works best when it is opened.
Enjoy Yourself
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Taste is a Matter of Choice; butQuality is a Matter of Fact
Just What Is
Quality?
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Taste is a Matter of Choice; butQuality is a Matter of Fact
Just What Is Quality?
The best money can buy
Meeting a specification Craftsmanship
No more than 1% defective
Anything Japanese or German(Mehta, 2004)
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Taste is a Matter of Choice; butQuality is a Matter of Fact
Just What Is Quality?
To some, quality is
like love, hard to define
but you know it when
you feel it
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Taste is a Matter of Choice; butQuality is a Matter of Fact
Just What Is Quality?
To some, quality means
selling merchandise that
do not come back but
the customers do.
(Zero Defects to Zero Defections)
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Taste is a Matter of Choice; butQuality is a Matter of Fact
Just What Is Quality?
Eight Dimensions of Quality Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Perceived Quality(Garvin, 1988)
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Taste is a Matter of Choice; butQuality is a Matter of Fact
Just What Is Quality?
Eight Dimensions of Quality
Performance
(Garvin, 1988)
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Taste is a Matter of Choice; butQuality is a Matter of Fact
Just What Is Quality?
Eight Dimensions of Quality
Features(Garvin, 1988)
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Taste is a Matter of Choice; butQuality is a Matter of Fact
Just What Is Quality?
Eight Dimensions of Quality
Conformance
(Garvin, 1988)
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Taste is a Matter of Choice; butQuality is a Matter of Fact
Just What Is Quality?
Eight Dimensions of Quality
Serviceability (Garvin, 1988)
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Taste is a Matter of Choice; butQuality is a Matter of Fact
Just What Is Quality?
Eight Dimensions of Quality
Perceived Quality(Garvin, 1988)
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Taste is a Matter of Choice; butQuality is a Matter of Fact
Just What Is Quality?
Product Based (performance, features, and durability)
User Based (aesthetics and perceived quality) Manufacturing Based (conformance and reliability)
Value Based (cost and price)
(Garvin, 1988)
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Taste is a Matter of Choice; butQuality is a Matter of Fact
Just What Is Quality?
The absence of variation in its
broadest sense
(Taguchi and Clausing, 1990)
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Taste is a Matter of Choice; butQuality is a Matter of Fact
Just What Is Quality?
Quality Experience
Variability with quality of execution
(Prahalad and Ramaswamy, 2004)
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Taste is a Matter of Choice; butQuality is a Matter of Fact
Just What is Quality?
Taguchi Loss
Function
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Taste is a Matter of Choice; butQuality is a Matter of Fact
Just What is Quality?
Fitness forUse
(Juran,1999)
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Taste is a Matter of Choice; but
Quality is a Matter of Fact
Just What Is Quality?
Fitness for Use
FeaturesThose features of product which
meet customer needs and thereby provide
customer satisfaction
Freedom from deficiencies
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Taste is a Matter of Choice; but
Quality is a Matter of Fact
Just What Is Quality?Service Quality
Tangibles
Reliability
Responsiveness
Assurance
Empathy
(Parasuraman, A.; Zeithaml, Valerie A. and Berry, Leonard L., 1988)
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Taste is a Matter of Choice; but
Quality is a Matter of Fact
Just What Is Quality?
Quality is not about defect reduction any
more. Quality is about value enhancement.
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Taste is a Matter of Choice; but
Quality is a Matter of Fact
Two Aspects of Quality
Objective
Subjective+ Emotions
+ Expectations
+ Experience
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Taste is a Matter of Choice; but
Quality is a Matter of Fact
Just What is Quality?
Quality is meeting or
exceeding customer
expectations
ALL THE TIME(while maintaining cost competitive marketing position)
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Taste is a Matter of Choice; but
Quality is a Matter of Fact
Just What Is Quality?
Whatever customer thinks
is quality
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Taste is a Matter of Choice; but
Quality is a Matter of Fact
Just What Is Quality?
Quality Vs. Grade
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Taste is a Matter of Choice; but
Quality is a Matter of Fact
Just What Is Quality?
Key Takeaways
Quality can be defined in many ways
Do not confuse quality with grade
Having a Corporate definition of quality that is understood
organization wide facilitates effective management of
quality
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Taste is a Matter of Choice; but
Quality is a Matter of Fact
Questions?
?