01.basic Concept Qualitynew

Basic Concepts of Quality
By Kanchana Lokugeegana
What is Quality?
Sri Lanka
Standards Institution
What is Quality ?
• Quality is customer satisfaction

• Quality means conformance to specified
requirements
• Quality means fitness for use
Latest definition
Quality is customer delight ness
with respect to
Standard
Availability
Price and
Safety
Sri Lanka 3
Quality
Degree to which a set of

Inherent Characteristics
of an object
(process, product or service)
fulfills requirements
(ISO 9000:2015)
Sri Lanka
What is a Quality Management System?
• ISO 9000 defines a QMS as:

“ A QMS comprises activities by which
the organization identifies its
objectives and determines the
processes and resources required to
achieve desired results”
What is a Quality Management System?
“ Management system to direct and control

an organization with regard to quality”
Forces of Change
New
Advanced
The Strategic
Technology Organization
Direction
Quality and the Bottom Line
Right Lower
Features Deficiencies
Loyal
Customers
Fast Low Low

Good Mkt.
Cycle Warranty Scrap/
Price Share
Time Costs Rework
Lower
Higher
Total Cost
Revenue
How do we achieve these desired results?

Desired Results
Loyal
Customers
Empowered
Employees
Higher Revenue
Lower Cost
The Building Blocks
Results
Processes
Infrastructure
Foundation
How to Think About

Quality 10 .PPT
Foundation for Success
Foundation
Results
Strategic Deployment
Processes
Executive Leadership
Infrastructure
Foundation Customer Focus

Supporting Infrastructure
Infrastructure
Quality System
Results Customer-Supplier Partnership
Processes Organization Involvement
Infrastructure Balanced Scorecard
Foundation Education and Training

The Three Universal Processes
The Juran Trilogy
Results
Improvement
Processes
Infrastructure Planning
Foundation Control
Three Universal Processes
Risk
“effect of uncertainty on an expected result”
(ISO 9000:2015)
an effect is a positive or negative deviation from

what is
expected.
Sri Lanka
Standard Institution
Why is Risk like Swiss Cheese?
Sri Lanka
Why is Risk like Swiss Cheese?
Sri Lanka
QUALITY MANAGEMENT PRINCIPLES
Principle 1 - Customer focus

Principle 2 - Leadership
Principle 3 - Engagement of people
Principle 4 - Process approach
Principle 5 - Improvement
Principle 6 - Evidence-based decision making.
Principle 7 - Relationship management
Sri Lanka
Principle 1 – Customer Focus
Meeting and exceeding customer needs is

the primary focus of quality management
and will contribute to the long-term success
of your enterprise. It is important to not only
attract but also retain the confidence of your
customers, so adapting to their future needs
is key.
Sri Lanka
Principle 2 - Leadership
Having a unified
direction or mission that
comes from strong
leadership is essential
to ensure that everyone
in the organization
understands what you
are trying to achieve.
Sri Lanka
Principle 3 – Engagement of people
Creating value for

your customers will
be easier if you have
competent,
empowered and
engaged people at all
levels of your
business or
organization.
Sri Lanka
Principle 4 – Process approach
Understanding activities as processes that link together

and function as a system helps achieve more consistent
and predictable results. People, teams and processes do
not exist in a vacuum and ensuring everyone is familiar
with the organization’s activities and how they fit together
will ultimately improve efficiency.
Sri Lanka
Principle 4 – Process approach
Sri Lanka
Quality Management Principles
Elements of a Single Process
Sri Lanka Standards Instituion

Principle 5 – Improvement
Successful organizations have

an ongoing focus on
improvement. Reacting to
changes in the internal and
external environment is
necessary if you want to
continue to deliver value for
your customers. This is of
paramount importance today
when conditions evolve so
quickly.
Sri Lanka
Principle 6 – Evidence-based decision making.
Making decisions is never

easy and naturally involves a
degree of uncertainty, but
ensuring your decisions are
based on the analysis and
evaluation of data is more
likely to produce the desired
result.
Sri Lanka
Principle 7 – Relationship management
Today’s businesses
and organizations do
not work in a vacuum.
Identifying the important
relationships you have
with interested parties
such as your suppliers
– and setting out a plan
to manage them – will
drive sustained
success.
Sri Lanka
Quality Management Systems
The Continual Improvement approach
PLAN
ACT DO
CHECK
Sri Lanka
Thank you
Kanchana Lokugeegana
Assistant Director
[email protected];
[email protected]
071-4480436
071-5172398
Sri Lanka Standards Instituion

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01.basic Concept Qualitynew

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Basic Concepts of Quality

• Quality is customer satisfaction

Degree to which a set of

• ISO 9000 defines a QMS as:

“ Management system to direct and control

Fast Low Low

How do we achieve these desired results?

How to Think About

Foundation Customer Focus

Results Customer-Supplier Partnership

Processes Organization Involvement

Infrastructure Balanced Scorecard

Foundation Education and Training

an effect is a positive or negative deviation from

Principle 1 - Customer focus

Meeting and exceeding customer needs is

Creating value for

Understanding activities as processes that link together

Sri Lanka Standards Instituion

Successful organizations have

Making decisions is never

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