quality is free a.k. jain executive director bharat heavy electricals limited, india...
TRANSCRIPT
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Quality is Free
A.K. Jain Executive Director
Bharat Heavy Electricals Limited, India [email protected]
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CUSTOMER SUCCESS
LOVE YOUR CUSTOMER
CUSTOMER DELIGHT
CUSTOMER SATISFACTION
Mantra for Quality
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Moving on a Strenuous Highway from New Delhi to Haridwar
• Distance - 200 km • Time - 5 to 6 hour• Location - Midway• Many restaurants • Ready to serve
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Quality Level : Customer Satisfaction
Meeting Customer Requirements
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Quality Level: Customer Delight
Exceeding Customer Expectations
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Quality Level : Customer SuccessMaking Customer Successful in his endeavour Cheetal Grand….
Picturesque ambiance Sprawling lawn, full of
fragrance from blossoming flowers with chirping of colorful birds
Soothing green environment and cleanest rest rooms
greets you with sign board at entrance“We Serve Relaxation”
Love your Customer
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Quality Level : Customer Success
Love your Customer Deliver Products Deliver Services
“Serve Relaxation”
Making Customer Successful in his endeavour
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QUALITY
Fitness for use
- Juran
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QUALITY
Conformance to requirements
- Phil Crossby
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QUALITY
Degree to which a set of inherent characteristics fulfils requirements,
expectations and needs
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ASPECTS OF QUALITY
1. Product Quality
Customer satisfaction
2. Process Quality
Effectiveness and efficiency
3. Social Quality
Conformity to regulations
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PRODUCT QUALITY
• Quality of planning
• Quality of design
• Quality of production
• Quality of after servicing
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TYPE OF PRODUCTS
• Contract products
• Market products
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Product standards Quality criteria
Contract products Produce by purchaser
Conformance to standards
Market products Produced by supplier
Conformance to requirements
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QUALITY
Quality is free- Phil Crossby
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GRADE
Category or rank given to entities having the same functional use but different
requirements for quality
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QUALITY
Conformance to standards
Conformance to requirements
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PROCESS QUALITY
Effectiveness and efficiency of doing things
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DO THINGS
RIGHT THE
FIRST TIME
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Appeared Latent
Process quality Scrap, rework Low efficiency
Product quality Claim, repair Loss of customer
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SOCIAL QUALITY
Effects on society and environment
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POTENTIAL QUALITY LOSS
• Unnecessary redundant designs
• Over strict tolerances
• Excessive inventories
• Poor line balancing
• Undeveloped human resources
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QUALITY
PRODUCT & SERVICE
PROCESS SOCIAL
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Difficulties in Quality Management (1)
The value of quality is judged by
purchasers, not by suppliers.
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The New Way1. Designing a product(with appropriate tests).2. Making it and testing it in production line and in
laboratory.3. Putting it on the market.4. Through market research, finding out what users think of it and why non-users have not bought it. 5. Redesign the product, in the light of consumer
reactions to quality and price.
These steps are then repeated. W.E. Deming(1950)
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Research Design
Sale Production
Deming Cycle
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Difficulties in Quality Management (2)
Suppliers do not obtain
the results of quality directly
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Difficulties in Quality Management (3)
Quality is achieved through
the combined activities of
many different elements
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Difficulties in Quality Management (4)
Quality problems in mass production cannot be solved by reworking, reprocessing or any other actions directed solely to the results.
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Difficulties in Quality Management (5)
Evaluation of effects of quality management become difficult as it has gotten progress.
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T H A N K S
MANTRA IS CUSTOMER SUCCESS IS OUR SUCCESS
GRAHAK SAFAL HUM SAFAL