Quality Awareness Training

1. Quality AwarenessQuality Awareness
20052005
WelcomeWelcome

2. Quality Awareness TrainingQuality Awareness Training
Quality is how the recipient of the
product or service views it: before
buying, upon delivery, and after the
delivery – use, if a product.

3. 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”

4. 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)

5. The New Age of QualityThe New Age of Quality
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.

6. The New Age of QualityThe New Age of Quality
Quality is meeting customer expectations:
Quality is satisfying the customer.
Quality is whatever the customer says it is.

7. The New Age of QualityThe New Age of Quality
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.

8. The New Age of QualityThe New Age of Quality
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.

9. Quality Quality
CharacteristicsCharacteristics
Product:
Performance
Reasonable Price
Durability
Safe
Ease of Use
Reliable
Available
Serviceability
Maintainable
Service:
Responsiveness
Creditability
Available
Reliable
Understanding of Customer
Accuracy
Courtesy
Timeliness
Completeness

10. CustomersCustomers
A customer is “anyone who is affected by the product or process”
There are 2 main types of 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.

11. SUPPLIER


PROCESS CUSTOMERS

INTERNAL PROCESS

SUPPLIE
R

PROCESS

CUSTOME
R
INPUTS
OUTPUTS
INPUTS OUTPUTS
S I P O CS I P O C

12. 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

13. 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

14. CommunicationCommunication
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

15. CommunicationCommunication
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.

16. 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

17. 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.

18. Quality AwarenessQuality Awareness
20052005
Thank YouThank You