This Presentation helps in understanding the Definition of Quality and its importance.

1. Basic Concepts & Principles of
TOTAL QUALITY MANAGEMENT(TQM)
QUALITY EVOLUTION
& ITS DIMENSIONS
A Presentation by:
Mr. R.L. SANKARLAL, M.E., MISTE., MSAE., (Ph.D).,
Asst. Professor (Gr-II) /Mech.,
R.M.K. Engineering College

2. What is the common thing
among these?

3. Why Quality is important?

4. Discussions….
• Product Vs Service
• Stated need Vs Implied Need
• External Customers Vs Internal Customers

5. Can You Define What is Quality
on your own words???
An Activity for you

6. • Video – 1
• About QUALITY DEFINITION
• https://www.youtube.com/watch?v=lc2Suqi
pyJY&feature=emb_rel_end
• What is Quality? - 4 Min

7. Definition of Quality

8. Performance
(P)
Expectations
(E)

9. Various Definitions of Quality

10. Definition by Quality GURUs

11. Ex: Quality Definition by a Pharma Industry

12. Dimensions of Quality
Dimensions of a Product or Mfg Quality:
1. Performance 6. Service
2. Features 7. Aesthetics
3. Conformance 8. Reputation
4. Reliability 9. Response
5. Durability

13. Dimensions Defined…

15. Dimensions of Service Quality
• Reliability
• Assurance
• Tangibles
• Empathy
• Responsiveness

17. • Video - 2
https://www.youtube.com/watch?v=575YjPL-anU
Dimensions of Product Quality - for a Car. – 6 Min
• Video – 3
https://www.youtube.com/watch?v=Gxf6UfF5PpY
Dimensions of Service Quality – Emirates Airlines.
– 9 Min

18. Evolution of Quality
• Early 1950s – Americans who took the message of quality to Japan
• Late 1950s – Japanese who developed new concepts in response to the
Americans
• 1970s – 1980s – Western Gurus who followed the Japanese Industrial Success
American Quality Gurus:
1. Walter Shewhart (1920s to 1940s)
2. W. Edward Deming (Post World War II through 1980s)
3. Joseph M Juran (Post World War II through 1980s)
4. Philip Crosby (1980s)
5. Armand Feigenbaum (1970s to 1980s)
Japanese Quality Gurus:
1. K Ishikawa (Post World War II through 1980s)
2. G Taguchi (1960s to 1980s)
3. Shigeo Shingo (Post World War II through 1980s)
4. Masaaki Imai ( 1980)

19. Evolution of Quality