Quality (Value)

Imagine a rocket crashing in the air immediately after its launch after putting years of hard-work of hundreds of scientists with sizable investment.

Reason for crash – “one small bolt crashed mid-way due to high temperature”!!!

How it happened? – “this bolt managed to pass through close scrutiny test”

That’s the cost of non-quality.

Quality can be defined as goods / services received by the organisation from vendor with same specifications as promised while securing the contract, i.e. specifications of goods manufactured = specifications promised initially.

When vendor does not supply the goods / services as promised, the organisation loses in the following manner:

    • Delayed supply of products to customers;
    • Incurring extra costs in rectifying the defects sent by vendors;
    • Incurring guarantee or claims’ cost;
    • Loss of reputation even on social media and otherwise.

Non-quality increases the cost of product at each end. Initially, the organisation would increase the price to cover the costs of non-quality. Thereafter, organisation’s customer (if happened to be non-consumer i.e. manufacturer or wholesaler or retailer) also includes the cost of delay into the product-pricing. Overall, non-quality costs extra to ultimate consumer.

How to ensure quality?

    • Quality is an attitude
      • Either the person has attitude of meeting all quality standards irrespective of efforts required OR giving a pass resulting into quality failure whether small or big;
      • Important to build attitude of quality by senior management through active involvement of entire organisation;
    • Quality as part of Mission statement
        • Firm resolution of entire organisation for zero tolerance policy towards non-quality;
        • Including quality in the Mission statement.
    • Development of quality standards for the organisation
        • Reiterate and discuss regularly the same with the manpower;
        • Seeking their views about how they feel about standards;
        • Ensuring quality remaining in-built in DNA of manpower.
    • Quality more important than numbers
        • Meeting targets of certain turnover or profitability or supplying the goods to a customer before deadlines → all are important; BUT → the same to be attained after ensuring quality standards.
    • Realistic deadlines
        • The Marketing team must agree on a realistic deadline for supplying the goods to a customer, after discussing with Production department and not at the cost of quality.
    • Usage of sensors technology
        • Sensors (like temperature, pressure, metal, flow, touch, etc.) ensures uniform quality of goods;
        • What human eyes /hands can’t detect easily & regularly; computer can deliver consistently;
        • Sensors alongwith computer software can reject the goods failing specifications.
    • Automation of processes
        • Ensuring production of uniform quality without human biasness through automating the processes → one time investment for generating long-term benefits.
    • Third-party inspection
        • Engaging third party quality inspection of goods to bring independence in quality role.



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