Quality Awareness Training

Quality AwarenessQuality Awareness
20052005
WelcomeWelcome

Quality Awareness TrainingQuality Awareness Training
Quality ishow therecipient of the
product or serviceviewsit: before
buying, upon delivery, and after the
delivery – use, if aproduct.

Quality of the pastQuality of the past
“Quality is the total effect of all the
characteristics that comprise the
typical product manufactured at a
given level of cost(price) and which
meet the predetermined criteria for
uniformity and performance”

The New Age of QualityThe New Age of Quality
Quality is conformance to requirements:
 Quality is keeping the promise made when an order is
taken or a commitment is made.
 Quality means meeting the specification.
 The product or service is free of deficiencies(defects)

Quality is fitness for use:
 Quality means the product or service does what it is
intended to do.
 Quality is what a product or service costs users if it
doesn’t do what it is supposed to do.

Quality is meeting customer expectations:
 Quality is satisfying the customer.
 Quality is whatever the customer says it is.

Quality is exceeding customer expectations:
 Quality is the extent to which the customers or users believe
the product or service surpasses their needs and expectations.
 Quality is delighting the customer.

Quality is superiority to competitors:
 Quality is how a company’s products or services compare to
those of the competitors or how they compare to those offered
by the company in the past.
 Quality is perceived as the overall measure of goodness or
excellence of a brand or supplier.

QualityQuality
CharacteristicsCharacteristics
Product:
 Performance
 ReasonablePrice
 Durability
 Safe
 Easeof Use
 Reliable
 Available
 Serviceability
 Maintainable
Service:
 Responsiveness
 Creditability
 Available
 Reliable
 Understanding of Customer
 Accuracy
 Courtesy
 Timeliness
 Completeness

CustomersCustomers
A customer is “anyone who is affected by the product or process”
Thereare2 main typesof customers:
 Internal
 External
 • Internal Customers
An internal customer is anyone in the company who is affected by the product or service as it is being
generated. Internal customers in a company are often the employees.
 External Customers
An external customer does not belong to any part of the organization but is affected by its presence.
3 types:
1. End users – purchases the product or service for their own use. (BEST DRESSED CHICKEN)
2. Intermediate customers – purchases to resell. (e.g. AMCO)
3. Those impacted but who do not purchase or use the product e.g. families of a book author
who are affected by book sales.

SUPPLIER PROCESS CUSTOMERS
INTERNAL PROCESS
SUPPLIE
R
PROCESS CUSTOME
R
INPUTS
OUTPUTS
INPUTS OUTPUTS
S I P O CS I P O C

Internal RelationshipsInternal Relationships
Supplier/CustomerSupplier/Customer
Knowing your customers needs, wants and
expectations are key drivers toward customer
satisfaction.
These may be:
 On time provision of material
 Defect free material
 Material with correct specifications

CommunicationCommunication
Instructions can be communicated either
verbally(oral/written) or non-verbally, formal or
informal.
 Verbal forms can be through memos, manuals,
reports, policies, meetings, discussions etc.
 Non-verbal are body language, expression of
thoughts, emotions etc.
 Formal e.g. company report, policies
 Informal e.g. the popular grape vine

Some forms of communication in Ansa Polymer:
 Factory requisition – communicates customer
requirements
 Internal reports – e.g Internal non-conformance
report, Non-conformance frequency chart.
Communicates when and how frequent specifications
are not being met.
 Morning production meetings
 Memos
 Notice Boards

EffectivenesEffectivenesss
Communication is effective when the receiver
transforms the information into correct output.
Some ways to ensure effective communication:
 All information sent to each department is clear and understandable
 All ambiguity must be removed.
 Written work instructions must be easy to read and relevant
information easy to extract. (Factory Requisition)
 Work practices & procedures must be clear, simple, available and
understood. (SOP)
 Job descriptions and responsibilities must be clear, available and
understood.

Quality ResponsibilityQuality Responsibility
Whose job is quality?
As everybody’s job, quality may become nobody’s
job.
Quality is a job that everyone is responsible for.
Everyone, each individual is responsible for
qualityquality

Quality ResponsibilityQuality Responsibility
Everyone is responsible for Quality
 Customers – concept & design
 Manufacturer – turning concept & design into product
 Marketing – working with customer to determine specifications
 Procurement – providing raw materials
 Production – turns specifications into product.
 Warehouse – delivers product
 QC – keeps track of product conformity during production
 Management – supports to entire process from beginning to end.
Promotes Quality Awareness. Training. Tools. Rewards.
Recognition
 Human Resources – right people for right job. Training.

Quality AwarenessQuality Awareness
20052005
Thank YouThank You

Quality Awareness Training

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