Analysing the traditional approach to quality management

Analysing the traditional approach to quality management Quality in its simple terms mean activities designed in a manner to improve organisation and its services. Quality also means to learn what you are doing and how to do it better. It also means to find out ways you need to change for improving services to the ultimate users. Consumer–Quality–Producer Quality : From the consumer’s point of view is price. From the producer’s point is cost. But remember always the Customer’s view must reign supreme. Dimensions of quality : Products. 1} Performance : Basic operating characteristics of D a product. Example; A car : how good are the brakes, body, mileage, etc of a car. 2} Features : Any special characteristics added to the product. e.g; special interiors added in the Car. 3} Reliability : The expected time limit for the product to deliver its best. E.g; approximate mileage of the car before it needs service. 4} Durability : Will the product last long enough up to expected time limit. 5} Conformance : Does the product meets pre established standards. 6} Serviceability : How easy is to get the service repairs, speed of repairs and the cost incurred in providing service. 7} Safety : Is the product safe enough to meet all the safety requirements as prescribed. 8} Perceptions : Perceptions based on branding, advertising etc; Does the product meets the quality standard set by a particular brand name. 9} Appearance : The human senses of sight, taste and smell is met to the well established standard. Other more Dimension of Quality : Quality of design : The design of the product must be such satisfying the needs of the customers. Quality of production process : The customers needs and wants must be met by the product. Quality of conformance : All the legal requirements and the specifications are met by the product or service. Quality of customer service : Company and customer relation must be met by with highest level of accuracy. Customers must be satisfied with the services provided and m ust feel are taken care of. Organisational quality culture : One of the most important attributes towards quality is that the seriousness of the whole organisation in achieving quality. Quality management can be considered to have three main components: quality control, quality assurance and quality improvement. Quality management is focused not only on product quality, but also the means to achieve it. Quality management therefore uses quality assurance and control of processes as well as products to achieve more consistent quality. The Traditional approach to quality management : TRADITIONAL APPROACH As defined by Fetter, and quoted in Johnson, Kast and Rosenzweig [11] as the function of ensuring the attributes of the product conform to prescribed standards and that their relationships are maintained. The emphasis laid in traditional approach was on product inspection and rejection and the most crucial decision of time for when and what to inspect and what quantity to inspect. For this purpose, the features of the product and the cost involved needed to be considered. The process of inspecting the product might have been a random selection or a 100% check. The responsibility of assuring the product quality lied with the quality control department but generally the quality managers used to report directly to production managers or the plant manager. The managers on the contrary were in immense pressure to meet the production targets and therefore many times to meet the production targets used to let go the faulty goods. This resulted in increased customer complaints or even if the customer did not complain they never came resulting in rise in warranty cost. The managers were generally tolerant of high work scrap levels and rework inefficiencies.