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Group Presentation on

Pillars Of Quality

Course: Total Quality ManagementCourse leader: Miss Nadia QureshiFor Date :19/12/2011

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Group Members Names and IDs

Shah Junaid 9722Fakhar Zaman3883Qazi Fazli Rabi 4110

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Presentation Topic Is

Pillars Of Quality

Some thing about the Path that we will follow in our this presentation:

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Prof David Gravin approaches for Defining “Quality”

Reference Book TQM by Joel E. Ross

Source of Data collection

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David Gravin approaches for Defining “Quality”• Transcendental view:

People can’t define quality, but they feel quality when they see it in some thing.

• Product based definition :Under this definition quality is viewed as a measurable characteristics, that a customer finalized a product for its quality.

• User ( consumer) Based definition:This definition is based on an ides that the quality is an individual matter and highest product is those that best satisfactions an individual preference.

• Manufacture based definition:This definition is based on the manufacturer practice “conformance to requirements”Which mean fulfilling the company requirements for example cost.

• Value based quality definition:It define the quality in term of cost, price and some others attributes (such as the value of product in the consumer mind) Thus, the consumer’s purchase decision is based on quality (however it is defined) at the acceptable price.

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Components of The House of Total Quality

• The roof : management, social, technical, educational subsystems;

• The pillars of quality : customer satisfaction, continuous improvement, speaking with facts, and respect for people;

• The foundations : strategy management, process management, project management, and performance management;

• The cornerstones : strategic planning, process planning, project planning, and performance planning;

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Components of The “House” of Total Quality

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The pillars of Quality

The roof of quality is supported by four pillars

1* Customer Satisfaction 2* Continuous improvement

3* Speak with Fact 4* Respect for people

Book:Total Quality in MarketingAuthor:

Source for the data collection

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The pillars No. 1 of Quality

1* Customer Satisfaction • What is Customer satisfaction? It is the degree to which a customer experience

of a service or product matches her expectation.• How to achieve customer expectation: It can be achieve through placing

emphasis on learning and satisfying consumers needs and requirements.• Importance of customer satisfaction: A satisfied customer;

¤ Buy more in quantity.¤ Willing to buy company new offering¤ Pay less attention to others company offers¤ Willing to give/share ides etc to the company

• Managing customer satisfaction: it is best possible by designing the offering (product) according to a customers requirement and it is only possible by Quality function deployment (QFD)

Quality Function Deployment: The voice of customers is carries through product, to manufacturing process, to distribution, and, finally, to serving the product. QFD help to an organization: ¤ Improve lead time ¤ Flexibility in adopting market need ¤ Give a competitive advantage

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Pillars No2 of Quality

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2* Continuous improvement (Kaizen)• Meaning to continuous improvement: It’s mean on going

improvement business process (such as engineering, accounting, and marketing)

Reason to holed continuous improvement: because in business every thing change, includes customer and suppliers their fore these process must be change with accordance to change.

• Tools for continuous improvement: One tool is Shewhart PDCA cycle:• ¤ Plan: Planning requires information, that collect through SWOT• ¤ Do: Do is the implementation of changes or in other words small

test e.g. test marketing for a new marketing for new product.• ¤ Check: Measurement and assessment of changes being introduced• ¤ Act: The final step involves acting the action if it confirms what being

planed.

Shewhart PDCA cycle

Figure Showing Shewhart PDCA cycle 15

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Pillars No.3 of Quality

3* Speak with Fact

• Strategies should be fact based it is considered a third pillar of Quality.Fact based strategies: The strategies should be fact based means they must be based on soiled research, rather then on organizational politics.

• Prerequisite for strategies: Management Information System (MIS) is considered as prerequisite for strategies planning and its implantation.

• MIS what it is? It is a system that provide to manager need and usable information on regular basis.

• MIS & Org Strategies: There are 9 activities (5 are primary & remaining 4 are supportive) that an organization needs to be produce goods or service, each activity based on its own strategy.Accurate and on the time information for each strategy development can help the organization to compete over the market.

• Primary Activities includes: Inbound logistic >Production >Out bound logistic>Marketing (sales) >After sale services.

• Supportive Activities includes: Procurement>Technology>H.R>Firms infrastructure.• Effect of Info System with profitability: Standard information system helps an org to;

¤ Reduce Cycle time¤ Cost is reduced without effecting of qualityand thus the organization is able to produce high quality with low cost.

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Pillars No.4 of Quality

4* Respect for People

• Today worker at work place: Today worker at work place wants to be empowered, rather then controlled.

• What mean empowerment: It includes all actions that a firm can take to give employees a greater sense of control and participation in the event and decisions that affect a business life.

• Development effective empowerment:¤ Authorizing employees for respond consumers¤ Enhance employee authority¤ Decreasing the required level of approval that are consider for taking decisions.

o Requirement for empowerment;¤ Alignment:Employees need to understand the direction in which the company is moving.¤ Capability:Employees must posses’ necessary skills and knowledge to their job.¤ Mutual trust:Their must be mutual trust in between the management and employees.

• Benefit of employees empowerment:¤Employees makes better decision using their expert knowledge of business process¤ They will like to implement and to support decision they hade part in making¤they are better able to spot areas of improvement ¤ it reduce labor and management friction.

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