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Faculty Introduction

Name: Subrata GoswamiEducation: B. Tech., IIT Delhi (1969); MBA, FMS -DU (81-84)

Experience: 41 + Years (incl. 13 yrs concurrent experience in academics)

Last Job: VP: Corporate Affairs, Axis IT&T Ltd., Noida

Functions: Quality; Marketing Comunication; Corporate Planning/

Communication/ Budgets / MIS/ Accounts; IT/ Infrastructure/ Admin;Purchase; Management Education,

Previous Organizations:

Bata, GEC/ Alsthom, Groupe Schneider; Modi Enterprises, Shri Ram Grp.

Industry Verticals:

Management Education (GBS); Engineering Design; Electrical Eng.;ITES/ BPO/ SW; Chemicals, Rubber/ Plastics, Fertilizers, Cement,

Tea; Footwear, Auto Tyres/ Spark Plugs

Quality Expertise: ISO 9001-2000 (LA); COPC (RC); SEI-CMM; Six-Sigma

AIM: Prof. Mktg; ACP- Marketing; Prog. Dir.: PGDM-M

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Quality Basics - 2

Who is the customer ?

Customer: anyone who is impacted by the process or

product *

Process: a set of interrelated or interacting activities which

transforms inputs into outputs

Product: the result of a process: goods/ services/ software

Inputs Output

Process

Customers: Internal and External

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Quality Basics - 3

Quality : The degree to which a set ofinherent characteristics

fulfills requirements (ISO 9000-2000)

Inherent : existing in something, especially permanentcharacteristics (as opposed to assigned)

Requirement : need or expectation that is stated,

generally implied, or obligatory.

Customer Satisfaction: when performance matches expectation

Customer Delight: when performance exceeds expectation

Characteristic : Special feature

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Abilities required for satisfactory performance

Quality Requirements

1. Suitability/ Applicability

2. Durability

3. Reliability/ Dependability

4. Safe Workability

5. Affordability

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Dimensions of Quality

Quality Requirements

Performance (primary characteristics)

Features (secondary/ added characteristics)

Aesthetics (sensory characteristics)

Conformance (meeting specs, standards, norms)

Service (maintainability, cost, ease of repair)

Response Reputation

Warranty

Reliability (consistency, MTBF)

Durability (useful life, sturdiness)

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History of Quality

Early days: artisan/ small industry:

Self inspection/ correction

Scientific Management: Early 20th CenturyFocus on productivity; Foremen / part-time inspectors

1940s: Inspection Quality Control (IQC)

Full-time inspectors/ department: 100% inspection

1960s: Statistical Quality Control: SQC

Statistical Process Control: SPC

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Quality Trends - 1

From Quality Control to Quality Assurance:

Providing documentary evidence to establish

confidence in quality processes

Inspection based Quality Control

Product

Standard

Compare

pass

fail

From Product to Process:

Measurement

Specification

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Quality Trends - 2

From Quality Assurance to Quality Management

Quality Management System:

Co-ordinated activities to direct and control anorganization with regard to quality.

Total Quality Management >>>

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Total Quality Management: Concept

TQM is a management philosophy :- a journey to organizational excellence

- through customer orientation

TQM is an integrated management approach:

- involving every employee

- making continual improvements

- cost effective technology

- problem solving methodology

- using quantitative methods

TQM is the system of activities directed at:- achieving delighted customers

- empowered employees

- higher revenues

- lower costs