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Submitted By 19grou
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Poor Quality
Market is customer centric. Competition is very high. Still most of the companies face the problem of poor quality. In spite of various quality models, processes the issue of poor quality is there. Why is it so?

What are the causes of poor quality?
Causes of poor quality may be grouped in six main categories:

Man * Lack of motivation/interest, fear, stress * Shortage of people * Lack of training / skills * Unqualified personnel * People taking shortcuts
Machine
* Lack of capability * Lack of maintenance * Non availability of spares * Wear and tear * Improper setup/calibration * Outdated technology
Material
* Low grade material * Unspecified material * Variation
Management
* Lack of vision, mission, value system * Failing to identify/understand customer needs/requirements * Short term planning * Inadequate/poor planning * Flawed incentives and indicators * Favoritism * Lack of supervision/monitoring * Attitude towards change * Lack of decision making and communication skills * Lack of process understanding * Lack of fact based decision making
Method
* Lack of procedures * Procedures not followed * Conflicting requirements * Procedures not communicated * Too rigid or too relaxed requirements
Environment
* Humidity / temperature / lighting
QUALITY

The challenge in defining quality is that it is a subjective concept, like beauty. Everyone has a different definition based on their personal experiences.

Definitions * The totality of characteristics of an entity that bear on its ability to satisfy stated and implied need. * Quality is the ongoing process of building and sustaining relationships by assessing, anticipating, and fulfilling stated and implied need. * degree to which a set of inherent characteristics fulfils requirements. (as per ISO 9000:2005) * Conformance to requirements - Crosby * Fitness for use - Juran
Quality from different point of views: * From customer point of view: quality means fitness for use and meeting customer satisfaction. * From process point of view: quality means conformance with the process design, standards and specifications. * From product point of view: quality means the degree of excellence at an acceptable price. * From the cost point of view: quality means best combination between costs and features.
Various Informal Definitions * Excellence * Adding value * Satisfaction * Conformance to customer needs * Attributes most important to the customer * Error-free output * Meeting Legal, Regulatory & Customer Requirements. * Usability * Value-added care and service * The maximum Variation we can get away with * Doing the things right the first time and every time * Bringing the perfectness in the system from all respects to give the optimum solution * If the criteria meets the bench mark criteria * Reduction of variation around the 'Mean'. * State of Mind * Commitment to improve * Understanding and optimizing the whole system
Dimensions of Quality

Product Quality Dimensions (Eight Dimensions of Quality) | Service Quality Dimensions | Performance | Timeliness | Features | Courtesy | Flexibility | Consistency | Durability | Convenience | Conformance | Completeness | Serviceability | Accuracy | Aesthetics | | Perceived Quality | |

Three key elements of quality:
Elements which influence a product or service's ability to satisfy customer needs : * Quality of Design : A product needs to be designed to satisfy customer needs. * Quality of Conformance : Closeness with which the finished product or supplied service matches the specifications of the original design. * Quality of Reliability : ability of the finished product to provide trouble free performance in the field, over an acceptable time period.

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