1. “It is the Quality of our work which will please God and not the Quantity.”

2. Architects and Designers In search of Quality Management By Ar. Kiran Gandhi

3. Qualities of a Person! What are the distinguishing traits of below leaders? How do we define degree of excellence?

4. Qualities of a Product! What are the “Dimensions” to measure Quality of these pens? Q-factor defines how your Product is positioned in the market!

5. Qualities of a Service! What are the “Dimensions” to measure Quality of Pizza home delivery service? Q-factor defines how your Service is positioned in the market!

6. Why Worry About Quality? The story of carpenter answers why we should we worry about quality….it’s interesting click here to read…. http://coachingtohappiness.com/happiness-book/the-carpenters-story.html

7. We worry about quality because….. our life tomorrow will be the result of our attitudes and the choices we make today.

8. Customer’s perception of Quality! Understand Customer’s currency of Value; Gain insights into Customer’s perception of Quality Perception of Quality could differ among Customers from different Social, Economic and Cultural segments.

10. Durable

11. Hygienic

12. Affordable

13. Good appearance

14. Social status

15. Easy to build

17. Quality is Specifications Vs Output

18. Customer not involved in production process

20. Quality is Expectations Vs Experience

21. Customer a partner in creating the Service

23. 7 Quality standards in Service Industry

24. 7 Quality standards from a Designer’s perspective

25. Let’s have a closer look of each aspect

26. Product = (Project Design) Design brief (Requirement analysis, Constraints & Opportunities) Consultants (Hire the right consultant where needed) Co-ordination (all parties – clients, consultants, design team) Quality standard #1: Product

27. Display (Presentation) Communication (Simple and effective communication matured approach) Reports (Create project reports, track meetings, progress) Consultation (Research trends, recommend optimal designs, materials) Quality standard #2: Display

28. Service (Customer Service) Listen (Listen to clients effectively, Gather requirements) Guide (Offer guidance, clarify, don’t make fun) Experience (Offer a pleasant experience, Smile) Quality standard #3: Service

29. Assistance (Drawings) Disambiguation (Ensure drawings are clear and free from ambiguity) Relevance (Ensure information provided is relevant) Consistency (Ensure Information is consistent across the board) Quality standard #4: Assistance

30. Documentation (Agreements) Adopt right Contract method Appoint right Contractor Clear Contract agreement Quality standard #5: Documentation

31. Periodic supervision (Ensure Quality) Avoid wastage (of Resources) Delivery (Quality Assurance, Delivery) Co-ordination (With contractors & suppliers) Quality standard #6: Delivery

32. After Sale (Quality Assurance, Delivery) Post-Construction Analysis (As built drawings, Cost estimates) Defects and Remedies (Maintenance) Feedback (Summarize experience and feedback) Quality standard #7: After Sale

33. How to measure Quality? Measure what is measurable and Make measurable what is not. - Galileo

34. Designer’s Quality can be made measurable in terms of… No of repeat clients / loyal client-base Reputation among suppliers and contractors Respect among peer - group Admiration from internal staff Innovation and custom solution - engineering Brand image in the market Goodwill balance

35. What is the purpose of measuring Quality? Build capability, Gain credibility Offer well-tailored solutions to fulfil client’s custom needs and aspirations , in the most optimal way!

36. Quality and Reliability Earn reliability; be a trusted Brand

37. Quality and Cost Focus on Quality costs extra $$$. But empowers you to build strategic, long term relationships based on Trust, Quality, Flexibility & Innovation

38. Quantity Vs Quality Which is your pick?

39. Quality and Expectations What are your expectations as a Client? And What are your expectations as a Designer?

40. Now , do you know what is Quality ? I can say only after I watch video ….. http://www.youtube.com/watch?v=taXHLFUk5xQ&feature=related

41. Creating Quality-driven Culture! People who are passionate about solving problems pro-actively Team that is aligned & committed to make customers happy Leadership that promotes Quality as Organization’s core principle Environment that promotes and rewards Quality output Processes that periodically revise Quality benchmarks & scale up delivery Management that believes in investing in people development, training To create a Quality driven culture here is what you need... Team that strives for Quality while keeping Operational costs in control

42. . Quality is a standard by which we judge our work and customers judge our work. Quality begins at the individual level quality is a result of competence + consistency + communication External quality is client oriented, customer-centric Internal quality is process oriented, is an office - standard Quality in Service industry is all about creating Reputation and Goodwill

43. Questions?

44. Many times we need to compromise with our standard due to several reasons but remember No compromise between food, beverages and medicines should be tolerated. Thank You!