Faculty Introduction

Name: Subrata Goswami

Education: B. Tech., IIT Delhi (1969); MBA, FMS -DU (81-84)
Experience: 41 + Years (incl. 13 yrs concurrent experience in academics)

Last Job: VP: Corporate Affairs, Axis –IT&T Ltd., Noida

Functions: Quality; Marketing Comunication; Corporate Planning/
Communication/ Budgets / MIS/ Accounts; IT/ Infrastructure/ Admin;
Purchase; Management Education,
Previous Organizations:
Bata, GEC/ Alsthom, Groupe Schneider; Modi Enterprises, Shri Ram Grp.
Industry Verticals:
Management Education (GBS); Engineering Design; Electrical Eng.;
ITES/ BPO/ SW; Chemicals, Rubber/ Plastics, Fertilizers, Cement,
Tea; Footwear, Auto Tyres/ Spark Plugs
Quality Expertise: ISO 9001-2000 (LA); COPC (RC); SEI-CMM; Six-Sigma

AIM: Prof. – Mktg; ACP- Marketing; Prog. Dir.: PGDM-M

QMM_01_SG ( S. Goswami) Slide No. 1

 Quality Basics - 1

What is Quality ?

Quality is Degree of Excellence ?

Quality is Fitness for Use ?

Quality is Customer Satisfaction ?

QMM_01_SG ( S. Goswami) Slide No. 2

QMM_01_SG ( S. Goswami) Slide No. 3
 Quality Basics - 2
Who is the customer ?

Customer: anyone who is impacted by the process or

product *

Process: a set of interrelated or interacting activities which

transforms inputs into outputs

Product: the result of a process: goods/ services/ software

Process

Inputs Output

Customers: Internal and External

QMM_01_SG ( S. Goswami) Slide No. 4
 Quality Basics - 3
Quality : The degree to which a set of inherent characteristics
fulfills requirements (ISO 9000-2000)

Characteristic : Special feature

Inherent : existing in something, especially permanent

characteristics (as opposed to assigned)

Requirement : need or expectation that is stated,

generally implied, or obligatory.

Customer Satisfaction: when performance matches expectation

Customer Delight: when performance exceeds expectation

QMM_01_SG ( S. Goswami) Slide No. 5

 Quality Requirements

Abilities required for satisfactory performance

1. Suitability/ Applicability

2. Durability

3. Reliability/ Dependability

4. Safe Workability

5. Affordability

QMM_01_SG ( S. Goswami) Slide No. 6

 Quality Requirements
Dimensions of Quality

Performance (primary characteristics)

Features (secondary/ added characteristics)
Aesthetics (sensory characteristics)
Conformance (meeting specs, standards, norms)

Reliability (consistency, MTBF)

Durability (useful life, sturdiness)

Service (maintainability, cost, ease of repair)

Warranty

Response Reputation
QMM_01_SG ( S. Goswami) Slide No. 7
 History of Quality

Early days: artisan/ small industry:

Self inspection/ correction

Scientific Management: Early 20th Century

Focus on productivity; Foremen / part-time inspectors

1940s: Inspection Quality Control (IQC)

Full-time inspectors/ department: 100% inspection

1960s: Statistical Quality Control: SQC

Statistical Process Control: SPC

QMM_01_SG ( S. Goswami) Slide No. 8

 Quality Trends - 1
Inspection based Quality Control

Product Measurement pass

Compare
Standard Specification
fail

From Product to Process:

From Quality Control to Quality Assurance:

Providing documentary evidence to establish

confidence in quality processes
QMM_01_SG ( S. Goswami) Slide No. 9
 Quality Trends - 2

From Quality Assurance to Quality Management

Quality Management System:

Co-ordinated activities to direct and control an
organization with regard to quality.

Total Quality Management >>>

QMM_01_SG ( S. Goswami) Slide No. 10

 Total Quality Management: Concept
TQM is a management philosophy :
- a journey to organizational excellence
- through customer orientation
TQM is an integrated management approach:
- involving every employee
- making continual improvements
- cost effective technology
- problem solving methodology
- using quantitative methods
TQM is the system of activities directed at:
- achieving delighted customers
- empowered employees
- higher revenues
- lower costs
QMM_01_SG ( S. Goswami) Slide No. 11