Quality Management and Implementation
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The document discusses the importance of quality management in achieving business success, emphasizing quality as a key factor in meeting customer needs. Various approaches to quality, such as total quality management and Six Sigma, are highlighted, alongside their relevance in competitive markets. It also touches upon how companies like McDonald's and Ford focus on quality to enhance customer satisfaction and maintain market share.
Quality Management and Implementation
- 1. QUALITY MANAGEMENT WAY TO SUCCESS BY : SARABJEET SINGH DUA MBA (Marketing) Sarabjeetsinghdua10@gmail.com
- 2. WHAT IS THE MEANING OF QUALITY Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs. DIFFERENT VIEW ANGLES OF STATING QUALITY Perfection - AUDI Delighting or pleasing the customer - JW Marriot Eliminating waste - Muncipal Corporation Doing it right the first time - Sprite Beverage Consistency. - Harry Potter
- 3. QUALITY MANAGEMENT Quality management refers to systematic policies, methods, and procedures used to ensure that goods and services are produced with appropriate levels of quality to meet the needs of customers. ORGANAISATONAL TOOLS FOR QUALITY MANAGEMENT Total Quality Management Six Sigma Lean Operating System Kaizen Poka – Yoke ISO
- 4. WHY QUALITY MATTERS •The global market is becoming more competitive every day. •Companies search for new ways to gain an edge over their competitors around the globe. •Global competition and deregulation in a number of industries is forcing companies to turn to quality in order to survive. •Perhaps the most important reason for pursuing quality is that quality pays. •Research shows a relationship between quality, market share, and return on investment.
- 5. QUALITY MANAGEMENT PROCESS •Quality Planning (Plan what you want to deliver.) •Quality Assurance (Deliver What you have Planned) •Quality Control (Control and remove pitfalls in delivery of standard quality)
- 6. Quality Control McDonalds •Employees •Food •Ambience EMPLOYEES : FOOD : RESTAURANT : •Neat and Clean Dress •Properly Cooked Food •Cleanliness •Keep the Smile Up •Maintain Standard Taste •Maintain Décor •High Energy •Packaging of Food •Theme Based Furniture •Greet Always •Maintain Hygiene Factors •Ontime Delivery
- 7. Quality Service Implementations •Quality Service and Cleanliness (QSC Team) •Continuous Training of Employees •Customer Feedback Forms •Quality at Source
- 8. Quality Control Service Industry UTI MUTUAL FUNDS HOW ? •Tangibilize the Intangible Service •PAMPHLETS QUALITY EXPOSURE •DOCUMENTATION •ICRA RATING •BUILDING •GOVT RECOGNISIONS •INFRASTRUCTURE •AWARDS •WEBSITE •TECHNOLOGY ENHANCEMENT
- 9. Customer Quality Delliema CUSTOMERS ARE QUALITY SENSITIVE. WHEN EVER THEY SEE THE WORD “QUALITY” ON ANY PRODUCT, THEY GET MAGNITISED. Companies Focusing on Quality (Tagline) Quality in everything we do - Ernst & Young Quality is job one - Ford QUALITY FOCUS FOR EXAMPLE COLGATE FOCUSING ON SPONSERS : •CERTIFIED BY INDIAN DENTAL ASSOCIATION •CHOSEN BY DOCTORS AROUND THE WORLD REPUTATION MANAGEMENT
- 10. Customer Quality Delliema DELL LAPTOPS WHY ? MAXIMUM SALES IN INDIA. •CORPORATE BACKUP •U.S BASED COMPANY •AGGRESSIVE QULITY ADVERTISEMENTS ACCORDING TO US RESEARCH COUNSIL, DELL HAS THE HIGHEST NUMBER OF COMPLAINTS ALL AROUND THE GLOBE. TO SUM UP WITH EVERYONE IS CLIMBING THE LADDER OF QUALITY BUT UNFORTUNATELY QUALITY OF PRODUCT OR SERVICE IS INCREASING WITH DECREASING RATE IN CONTEXT TO QUALITY OF SUPPORTING FACTORS IN TODAYS SCENARIO. JO DIKHTA HAI WOH BIKTA HAI….