QUALITY
MANAGEMENT
What is Quality Management?
Quality management
oversees all activities
and tasks that must
be accomplished to
maintain a desired
level of excellence.
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THE EVOLUTION OF
TOTAL QUALITY
MANAGEMENT (TQM)
The concept of quality has existed for
many years, though its meaning has
changed and evolved over time. In the
early twentieth century, quality
management meant inspecting
products to ensure that they met
specifications. In the 1940s, during
World War II, quality became more
statistical in nature.
Quality began to be viewed as
something that encompassed the
entire organization, not only the
production process. Since all
functions were responsible for
product quality and all shared the
costs of poor quality, quality was seen
as a concept that affected the entire
organization.
DIMENSIONS OF QUALITY
1. Performance a performance characteristic describes a product's
essential function.
2. Features are a secondary aspect of performance. They're "the
bells and whistles" of products and services. They're the ones who
add extra functionality to their essential functions.
3.Reliability is the ability of a product or service to perform as
expected over time.
4.Conformance is the degree to which a product conforms to its
specification.
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5. Durability is the measurement of product life. This defines the
amount of use the customer could get from the product before it
deteriorates.
6. Serviceability is the ease at which a user can repair a faulty
product or get it fixed.
7. Aesthetics refers to the appearance of a product or service.
8. Perceived Quality is the overall opinion of the customers towards
the product.
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5 service quality dimensions
• Tangibility is the
appearance of physical
facilities, equipment,
personnel, and
communication materials.
• Reliability is the ability to
perform the promised
service dependably and
accurately.
• Responsiveness is the
willingness to help
customers and provide
prompt service.
• Assurance is the
knowledge and courtesy of
employees and their ability
to convey trust and
confidence.
• Empathy is the caring,
individualized attention the
firm provides its customers.
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Quality Improvement
• Quality improvement is a structured approach to evaluating
the performance of systems and processes, then
determining needed improvements in both functional and
operational areas
What Is the Main Purpose of Quality Improvement?
• Quality improvement aims to create efficiencies and
address the needs of customers. In healthcare, the main
purpose of quality improvement is to improve outcomes.
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Benefits of a Quality Improvement
Process
A quality improvement process can offer organizations the
following benefits:
• Solutions that focus on failures in processes, not flaws in
people
• A reliance on objective, data-driven solutions, rather than
subjective opinions, to identify inefficiencies, preventable
errors, and inadequate processes
• Improvements that provide better customer service, increased
efficiency, greater safety, and higher revenues
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• A localized focus on testing small, incremental improvements
that are less risky than a focus on making changes at one time
• Data collection to monitor improvement efforts, which can
provide the basis for reimbursement and certification
programs, particularly in healthcare organizations
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QUALITY PLANNING
• A quality plan illustrates how an organization will attain it’s
quality objectives.
• Quality planning is the formation of an actionable plan that
defines and guarantees quality from idea to delivery.
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By planning the quality one has to
respect some principles:
• Customer satisfaction comes first- Quality is
identified by the requirements of the customer.
• Prevention over inspection- It is better to keep away
from errors than to check the end result and patch up
the defects.
• Management responsibility- Costs of quality must be
permitted by the management.
• Continuous improvement- Becoming improved is an
iteratively structured process.
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QUALITY PLANNING TOOLS
• Cost benefit analysis is a technique to find out whether the
desired quality standards can or should be payed.
• Benchmarking may be considered as the process of
evaluating the real project to other projects for producing
ideas for improvement and offering a foundation by which to
measure performance.
• Plan of experiments is a technique for examining the
influence of single parameters on the degree of quality of
the entire product/process
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• Cost of quality are the total costs incurred by investment in
preventing nonconformance to requirements, appraise the
product or service for conformance to requirements, and failing
to meet requirements.
• Additional quality planning tools may support the quality
planning process. Such tools and techniques are brainstorming,
affinity diagrams, force field analysis, nominal group
techniques, matrix diagrams, flowcharts, and prioritization
matrices.
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QUIZ
1.) What is TQM? 2 points.
2.) Give atleast 4 dimensions of quality? 2 points each.
3.) What is the main purpose of quality improvement? 5
points.
4.) Enumerate the 5 service quality dimensions
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thank you
GROUP 1
Erwin Sumodobila
Leandro Tagbac
Adrian Lee Tabañera
Edralie Jan Valencia