Quality Management
  • Quality Management

Quality Management

Quality, is the measure of meeting consumers’ expectations.

According to Turkish Standards Institution, it includes specialties based on the ability of satisfying determined or possible needs of a product or service.

ISO 9000 Quality Description (2000) is the measure of meeting necessity of several internal characteristics.

Goetsch(2003) Quality Description is a dynamic fact formed to meet the expectations relating to quality, products, services, people, process and environment.

Quality is defined differently in terms of the product and service.

Eight dimension of product quality (Garvin 1988): Performance, specialties, creditableness, availability, durability, service providing, aestheticism, perceived quality (reaction+dignity)

Five dimension of service quality: creditableness, reactiveness, assurance, empathy, corporeal goods.

 

FUNDAMENTAL SİGHTS ABOUT QUALİTY

       Traditional Sights                                                                  Contemporary Sights(in2000’s)
  • Quality clashes with productivity.                                                         
  • Quality is to meet the specifications of the clients. 
  • Quality is based on measurable, acceptable level of quality.   
  • Quality is identified with examination.                                
  • Possible existence of defects is probable; the defect is defined by the percentages.                          
  • Quality is a separable function.                                     
  • The employees can be accused for the quality
  • Supplier relationships are short-dated and cost-oriented. 
  • Engineers create innovation.                                                  
  • The grievance procedure of detection, disapproval/discipline is followed for problem solving.   
  • Change emerges as a reaction against the crisis                                                                                                    


  • Quality doesn't clash with it.
  • Quality is to satisfy the client's needs, even come up beyond the expectations
  • High quality performances are based on comparisons and permanent improvement. 
  • Quality is produced.         
  • Defects can be preventable. The defect is determined by millions.
  • Quality is an integrated function.
  • 80% of the problems are executive.
  • It's long-dated, quality-oriented.
  • Innovation starts from the clients.
  • Problem solving is everybody's task
  • All the workers are encouraged to learn and realize to do things better.

TOTAL QUALİTY MANAGEMENT (CONTEMPORARY SİGHT)

This is a management philosophy that enables customer satisfaction and commitment of the workers.

This is a management philosophy and directing principles in order to make a company improve better continuously.

This philosophy is the usage of quantitative methods and human resources so as to improve all the stages in the company and to overcome the present-day and future needs of the customers.

This is an approach integrating the basic management techniques, available improvement efforts and technical means under the well-disciplined management mentality.

It is an art of management of whole in order to attain the perfect one.


Benefits

  1.  It improves the quality.
  2.  It increases participation of the worker.
  3.  It enhances team work.
  4.  It improves working conditions.
  5.  It increases customer satisfaction.
  6.  It makes worker satisfaction better.
  7.  It stimulates productivity.
  8.  It improves communication.
  9.  It increases profitability.
  10.  It boosts market share.

Basic Principals of Total Quality Management

  1.  Leadership
  2.  Customer oriented
  3.  Participation of the workers
  4.  Supplier Corporation
  5.  Continuous improvement
  6.  Performance criteria
  7. Process management