quality-explained-in-simple-words

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Aspects of Quality

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Quality Explained in Simple Words By : Ms Uttia Majumdar BA, PGDHA, DMBA (TQM & EM) IRCA Certified Auditor for IMS Trained in HIRA, EIA, MR Functions Greenbelt in LSS for Healthcare Email : info@classcon.biz

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Quality, in simple terms, means customer satisfaction and customer loyalty

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In the highly competitive modern day market, the sole purpose of every business is to satisfy its customers by providing products and services as per the requirements of the customers.

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Every business aims at building a loyal customer base.

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Right from sourcing of raw materials to the delivery of the final finished product, all the activities and processes are aimed at producing a zero defect product or service; in other words, a product or service which will satisfy customer needs.

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Quality also means earning profit for the business without compromising on the standard of products and services

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This is achieved by constantly reviewing two aspects

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First Aspect The standard of raw materials procured to ensure that the best possible material is bought at the least possible cost.

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Second Aspect The manufacturing activities and processes to ensure that the best possible results are achieved in the most cost-effective manner.

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Though a business aims at defect free product, but no product can be 100% defect free because quality begins with human activities. As we all know, human activities can never be error (defect) free.

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In the next few slides I have mentioned a few Important Aspects of Quality

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Compliance with legal requirements (statutory & regulatory)

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Top Management to bottom line workers must be equally involved and committed

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Setting objectives / benchmarks to achieve improvements in processes and products

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Proper delineation of job responsibilities understood clearly at all levels

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Job responsibilities must be accompanied by the authority to execute those responsibilities

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Avoid confusion in work and in communication

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Effective communication - both internal (within the organisation) and external (with vendors, dealers, suppliers, government agencies, etc.)

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Proper method of knowledge and information sharing among co-workers, with juniors and seniors, with outside parties

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Control of outsourced processes and services

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Commitment to time

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Do not hide facts

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For continual quality improvement, it is absolutely necessary to report and document all the errors, so that root cause analysis (RCA) can be done, followed by an effective corrective action (CA)

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Proactive initiative should be taken to also identify potential errors, so that effective preventive action (PA) can be taken accordingly

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If not acted upon, then potential error of today can become actual error of tomorrow

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Timely and effective RCA, CA/PA are the essence of a strong continual quality improvement process

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After all, continual improvement is the key to long-term customer satisfaction and customer loyalty

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Ms Uttia Majumdar Sole Proprietor of Class Consultancy www.classcon.biz Email : info@classcon.biz

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