BS3008 Quality Management and Customer Care 1: What is Quality ? by 7A580Ru

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									    BS2914 Quality Management and Customer Care




1: What is Quality ?
      BS2914 Quality Management and Customer Care
                    1: What is Quality ?

• Conformance quality - conforming to specifications;
  having a product or service that meets predetermined
  standards.

• Requirements quality - meeting total customer
  requirements; having perceived attributes of a service or
  product that meet or exceed customer requirements.

• Quality of kind - quality so extraordinary that it delights
  the customer; having perceived attributes of a product or
  service that significantly exceed customer expectations,
  thereby delighting the customer with its value.
   BS2914 Quality Management and Customer Care
                 1: What is Quality ?

1. "Quality is conformance to specifications.“
   British Defence Industries Quality Assurance
   Panel

2. "Quality is conformance to requirements.“
    Philip Crosby

3. "Quality is fitness for purpose.“
    Dr Juran

4. "Quality is synonymous with customer needs and
   expectations.“
    R J Mortiboys
  BS2914 Quality Management and Customer Care
                1: What is Quality ?

5. "Quality is a predictable degree of uniformity
  and dependability, at low cost and suited to
  the market.“
  Dr Edward Deming

6. "Quality is meeting the (stated)
 requirements of the customer- now and in the
 future.“
 Mike Robinson
  BS2914 Quality Management and Customer Care
                1: What is Quality ?

7. "Quality is the total composite product and
  service characteristics of marketing,
  engineering, manufacturing and maintenance
  through which the product and service in use
  will meet the expectations by the customer."
   Armand Feigenbaum

8. "Totality of characteristics of an entity that
  bear on its ability to satisfy stated and
  implied needs."
   ISO 8402 : 1994
    BS2914 Quality Management and Customer Care
                  1: What is Quality ?

    Where does ‘Quality’ come from [1] ?
•   A concern with competitiveness from
•   the emergence of the global economy
•   Developments in ITC
•   Dislocation of economies in the 1970s
•   Concern in the 1980s in the Public Sector
•   Economy, Efficiency, Effectiveness
•   Value for Money
  BS2914 Quality Management and Customer Care
                1: What is Quality ?

  Where does ‘Quality’ come from [2] ?

• Rise of Consumerism and customer
  sovereignty

• Admiration of Japanese ‘economic miracle’

• Belief in the power of the market place
            BS2914 Quality Management and Customer Care
                          1: What is Quality ?
APPROACH TO        ROLE OF THE         USER                MEASUREMENTS
QUALITY            USER                INVOLVEMENT         DEPLOYED

Universal          Purchaser           Minimal             Zero defects,
                                                           SPC
Service            Consumer            Individualised      ‘Gap’ analysis
Distinctiveness                        interactive
Public Sector      Citizen             Collectivist        Citizen’s Charter;
                                       Interactive         League tables
‘Traditional’      ‘Passive’ patient   Acquiescent co-     Audits,
healthcare                             production          satisfaction
                                                           surveys
‘Empowered’        ‘Active’ patient    Participative co-   Patient-oriented
healthcare                             production          surveys
BS2914 Quality Management and Customer Care
              1: What is Quality ?
  BS2914 Quality Management and Customer Care
                1: What is Quality ?

Activity……

How would you define
 the elements of
 quality in higher
 education ?
  BS2914 Quality Management and Customer Care
                1: What is Quality ?


Quality Measurement…
• How do we know the quality of our work
  unless we can measure it ?
• Will this mean ‘measuring the
  measurable rather than the significant’
• Is every incentive a perverse
  incentive (i.e.self-defeating?)

								
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