ASSQC Session 1

Introduction to Quality

How is Quality Defined?

CROSBY- conformance to requirements
DEMING- Meeting and exceeding the
customer's need and expectations and
then continuing to improve
JURAN-"fitness for use" as perceived by
customers.
GARVIN-??

How to Define Quality

Quality is the ability of the material to perform
satisfactorily in an application for which it is
intended by the user.
Quality is performance oriented
Performance further depend on specifications.

What is Qualityas per ISO?

Total of characteristics of an entity that
bear on its ability of satisfy stated and
implied needs. (ISO 8402: 1994)
Degree to which a set of inherent
characteristics fulfils requirements (ISO
9000: 2000)
Quality is all of the above

QC vs QA
Quality Control-Techniques and activities
which are used to fulfill requirements of
quality.
Quality Assurance-All the planned and
systematic actions necessary to provide
adequate confidence that a product or
service will satisfy given requirements of
quality

 Quality control is responsible for

monitoring procedures and checking
fabrics and garments to make sure they
meet specifications.
Quality Assurance:Total quality
management philosophy combined with
appropriate quality evaluation systems.
In the presence of QA program,QC is
the function of ensuring that products
conform

Quality Control
QC-Checks carried out to see if the garment which
is manufactured conforms to the required
specifications to be a quality product.Normally these
checks are carried after a garment has passed
through a stage of production e.g.-Cutting,stitching.
If the garment doesn't meet the specification then
the manufacturer has 3 options Send the garment for alteration
Reject the garment
sell the garment as a second at a discount.

Quality Assurance
QA-To assure quality,one has to ensure quality.
Systematic controls at every stage ,so that the
chances of an inferior garment coming out of the
production line are nil or minimal.
Inspection in reference to quality control is the
visual examination of raw materials,partially
finished components & completely finished
garments in relation to standards &
specifications.

Quality Management
Aspect of overall management function
that determines and implements quality
policy
Associated terms- senior management,
company culture, performance standard,
goal setting, continual improvement,
training, cost of quality

What is Quality?
The best money can buy
Meeting a specification or conformance to
specifications
Craftsmanship
The degree of excellence that an item
possesses
No more than 1% defective lot
Anything Japanese or German

Defining Consumer Quality

Quality is anticipating, conforming to and
exceeding customer requirements
Quality is continued improvement beyond
the product and process and consists of
total integrated continuos quality.
Quality is related to speed.
Quality leads to cost competitiveness.

Quality Definitions

Holistic Perspective
Product Perspective
Producer Perspective
Customer Perspective-its relation to
TQM??
Value Based Perspective

Dimensions of Quality-By Garvin

?????

What is Customer Satisfaction?

Its relation to product quality??

Consumers Perception of
Quality

Price
Technology
Psychology
Time Orientation
Contractual
Ethical

Why is Quality
Important?

Why have Apparel buyers suddenly

become quality conscious?
Customers do not want to be taken for a ride.
Customers are too busy to come back to complain, they
rather change the loyalty
Customers are too busy to take special care of the
apparel.
Recession has marginalized consumer spending in
general and specially on apparel.
Quality has become order qualifier.
Stringent consumer protection laws in western countries.
It is very expensive to work with non-quality vendors.
In difficult days stores cant afford to have dissatisfied
customer.

Why do exporters and their staff feel that

the demands of buyers in relation to
quality are unrealistic and unjustified?

 They fail to Put Themselves in customers

Shoes
Totally different retail scenario in India and
western market region
High inflation economy Vs. Low Inflation
Economy
Staff members lack exposure to international
quality product.
The belief that Quality and cost dont go
together.