9

TQM
DIMENSIONS OF

Presentation Done By
Suraj Yellurkar
Mahesh Dhawale
Rahul Kachwa
Sneha Bandarkar
Ankita Borade
Kavita Deokar
Neelam Raste

MS111247
MS111257
MS111264
MS111283
MS111284
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MS111289

What is Quality?
Quality is the ability of
a product or service
to consistently meet
or exceed
customer expectations

Effects of poor Quality

Low customer satisfaction

Low productivity, sales & profit
Low morale of workforce
More re-work, material & labor costs
High inspection costs
Delay in shipping
High repair costs
Higher inventory costs
Greater waste of material

Benefits of Quality

Higher customer satisfaction

Reliable products/services
Better efficiency of operations
More productivity & profit
Better morale of work force
Less wastage costs
Less Inspection costs
Improved process
More market share
Spread of happiness & prosperity
Better quality of life for all.

Dimensions of Quality
Different for each individual
Depend upon perception of
quality
Organization should consider all
dimensions while providing
product or delivering service

Dimension 1: Performance
Performance is often a source of contention
between
customers
and
suppliers,
particularly
when
deliverables
are
not
adequately defined within specifications.
Example: Durability of batteries, fuel economy
of cars, BHP of an engine, etc.
---------------------------------------------------------------------------------------------Dimension 2: Features
Additional characteristics that enhance the
appeal of the product or service to the user.
Example : Design of seats in a car, look and
color refrigerator

Dimension 3: Conformance
conformance with standard, matching
with documentation, being on time , etc
--------------------------------------------------------------------------------------------Dimension 4: Reliability
Reliability may be closely related to
performance. For instance, a product
specification may define parameters for uptime, or acceptable failure rates.
Example : Product- Mean time before failure;

Dimension 5: Durability
Durability is closely related to warranty.
Examples: Product Ability to repair;
Service Keeping pace with industry.
-------------------------------------------------------------------------------------------Dimension 6: Serviceability
Convenience and cost of repair and
maintenance and is related to ease in
resolving the customer complain

Dimension 7: Aesthetics
How a product looks, feels, sounds,
smells, or tastes

-------------------------------------------------------------------Dimension 8: perceived Quality

Indirect evaluation of quality
Example: Reputation
-------------------------------------------------------------------------------------------Dimension 9: safety
Assurance that customer will not suffer
injury or harm from a product
Example: TATA NANO

Quality Dimensions Of
Service
Timeliness

Performed in promised

period of time

Courtesy
: Performed cheerfully
Consistency : Giving all customer similar
experiences

Convenience : Accessibility to customers

Completeness : Fully serviced, as required
Accuracy
: performed correctly each
time