Quality of a commodity or service refers to those features which governs its usefulness for the intended purpose. The purpose for which a product is intended and whether it fulfills the purpose is normally decided by its ultimate user, i.e., customer. In practice, the customer does not usually reveal his mind: even he does not usually define the quality and its level that he needs in clear terms but he wants that his requirements should be met with.
As a result, the manufacturer is forced to imagine and intelligently anticipate the needs as well as the changing taste of users and then he tries to provide at competitive costs. The success story of Japanese products is well known to us. Today, the world market is flooded with Japanese goods whether it is the field of electronics or of automobiles or home appliances. Japanese could compete world market over American or European goods owing to the unmatched quality of their products. Thus, the simple logic behind this overwhelming success is emphasizing quality backed up with productivity.
In this unit, we will describe the concepts of quality, its control and management in an industrial organisation. We will develop a simple working definition of quality, gradually extending to control leading to its assurance aspects. We will also cover some important aspects of statistical techniques which are adopted for quality and its control. We will finish this unit with the modem system approach to quality with a brief overview of IS0 9000.
Objectives
After studying this unit, you should be able to
- define quality,
- appreciate importance of quality and need for its improvement,
- describe controlling aspects of quality,
- describe inspection and their role in quality management area,
- draw single sampling plan,
- compute Average Outgoing Quality Limit (AOQL),
- prepare control charts and perform capability analysis, and
- describe basic features of IS0 and benefits of certification.
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