QUALITY CONCEPT

By Vivien – Personal Assignment for Magister of Industrial Technology at UPH

QUALITY IS FREE. IT’S NOT A GIFT, BUT IT’S FREE. THE ‘UNQUALITY’ THINGS
ARE WHAT COST MONEY.
The statement is origin by Philip B. Crosby. What is the meaning of statement above? The
Crosby statement made some change paradigms in organizational view. In conventional or
old view, many people defined a quality based on their view in their understanding related
with their business or job. But after the Crosby issued his book, new side view come to
change the organization to look at their each organization to measure the quality not only
from the quality achievement but also to the reduction cost while the quality achieved.

Before further explaination about the relationship between quality and the cost of poor
quality, some old view about quality need to describe and the shifting to the big quality
concept view. Below mentioned definitions of quality are representing their old view
of Quality by which we can create their own satisfaction and it is not sufficient to grow or to
survive in the market:

1. “Product as per their specification is QUALITY”

2. “Fitness for use is QUALITY “
3. “Degree of excellence is QUALITY “
4. “Conformance to requirement is QUALITY”
5. “Customer satisfaction is QUALITY “

The quality shifting from old view to the new view. The new view called as TOTAL QUALITY.

“Product and service that totally satisfy the customer needs and expectations in every
respect on continuous basis is the QUALITY “IT IS IN FACT ‘TO DELIGHT CUSTOMER IS THE
QUALITY‘. Here word “Delight” is stands for more than their expectations and before of
their expectations STAGES OF QUALITY DEPARTMENTS :

1. Quality Control
2. Statitical Quality Control
3. Total Quality Control
4. Company Wide Quality Control
5. Quality Assurance
6. Quality Management
7. Total Quality Management
8. Six-Sigma

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 There is not only a change in the name of quality department but also a change in their
working, basically it is a journey of quality department and we have to analyze where we
are? Or where do we want to move? CUSTOMERS AND QUALITY Receiver of
organization output is organization customer weather they are internal or external and
what customer wants, such as:

1. Right Quality
2. Right Quantity
3. Right Delivery
4. Right Time

It is the general approach that quality is the responsibility of manufacturing or quality

department, if we think about the customer requirements we can easily understand that
out of four requirements three requirements are based on service and it need not require
any extra cost which is always considerable for us. Most of the people work on quality of
product and they have their separate work force for product quality. What about the quality
of services, which they are going to be delivered to their esteemed customer(s). Is service
requiring any cost? No! It can be achieved through efforts only or at negligible cost. Quality
of the product is maintained on shop floor and quality of service comes from top floor. If
they fail in quality of product that means improvement is required on material, machine and
men and service failure is the part of management. They always analyze their quality failure
of the product and also make action plan with reviewing the system, but they must require
same action plan for quality of service and to add responsibility to quality department for
the quality of service. During quality discussion, they do not include their service
departments, service related issues are being handled separately. Exceptional service can
provide them exceptional quality that is the major requirement of customer and require
service can easily be achieved up to eighty percent and for remaining twenty percent they
always have sufficient excuses. I have surveyed many customers they give equal importance
to all above-mentioned requirements. In addition, that service failure is common
feedback of customer. Now the time has come that they cannot win the battle with only
technology or technologist as everyone is having same technology and opportunity for
technologist as well. However, there is a difference in the price of product and out comes
as balance sheet, is also different because of service.

Now the QUALITY revolution is continuing today.

WHAT IS QUALITY?

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QUALITY IS FREE

As per conventional view of quality, if quality increases so cost will increase too but it is not
true. Cost will be increased up to the level of require quality after achieving the exceptional
quality, cost will drastically down. To achieve exceptional quality we must delight our
internal and external customer, where quality increase and price came down. The price
reduction because of some cost reduction in some area in organization, such as :

1. Price reduction through cost reduction of Quality of service, Cost of rejection, Cost of
inspection and re inspection, Cost of maintenance, Cost of follow up, Cost of
inventory, Cost of searching, Cost of rework, Cost of failure, Cost of storages, Cost of
production,Cost of recruitment, Cost of dispatch, Waste reduction, etc
2. Price reduction also come from increasing of the productivity improvement
3. Price reduction also come from reduction in sale return
4. Price reduction also come from increasing in market size

So, during the organization implement the quality concerned at their organization and they
received the cost reduction or efficiency from some managable problems entire their
organization, it also means that the organization has no charge to achieve their quality but
they also take some gift from cost efficiency.