Do you believe

that ADZU
provides and
delivers
QUALITY
services?
QUALITY about how well a product, service,
process, or even an idea meets or exceeds
expectations.
Transcendent View

Quality is something you

can recognize but not
easily define.
It's an innate excellence.
Transcendent View
Product-Based View

Quality is based on the quantity

of certain attributes or
ingredients a product possesses.
Product-Based View

What do you think are some

attributes of ADZU?

More of a desirable
attribute means
higher quality.
User-Based View

Quality is defined by how well a

product or service meets the
needs and expectations of the
customer ("fitness for use").
• Classrooms
• Rest Rooms
• Cafeteria
Manufacturing-Based View

Quality means conformance to

specifications.
If a product is made exactly as
designed, it's considered high
quality.
Value-Based View

Quality is the relationship

between the performance or
features of a product or service
and its price.
Good value means acceptable
quality at an acceptable price.
Value-Based View

=
DIMENSIONS OF QUALITY

a. Product Quality
b. Service Quality
 Dimensions of Quality
David Garvin, a Harvard Business School
professor, developed a framework for
understanding the concept of quality, known as
Garvin's 8 Dimensions of Quality.

This framework provides a comprehensive view

of what constitutes quality in products and
services and can be used to evaluate and
improve the quality of a company's offerings.
PERFORMANCE RELIABILITY DURABILITY
The primary operating The probability of a product The lifespan of the product
characteristics of the malfunctioning or failing before it deteriorates or
product. within a specific time needs replacement
period.
CONFORMANCE AESTHETICS
The degree to which a
product's design and
8
DIMENSIONS OF
How the product looks,
feels, sounds, tastes, or
smells.
operating characteristics PRODUCT QUALITY
meet established Garvin, 1988 PERCEIEVED QUALITY
standards.
FEATURES The customer's overall
opinion of the product,
SERVICEABILITY The secondary
influenced by factors like
characteristics that
The ease, speed, and cost brand reputation and
supplement the basic
of repair. advertising.
functioning
Dimensions of Service Quality
The SERVQUAL model,
developed by Parasuraman,
Zeithaml, and Berry, is a
framework for measuring
service quality by
comparing customer
expectations with their
perceptions across five
key dimensions: tangibles,
reliability, responsiveness,
assurance, and empathy.
 Dimensions of Service Quality
TANGIBLES RELIABILITY RESPONSIVENESS
The appearance of physical The ability to perform the The willingness to help
facilities, equipment, promised service customers and provide
personnel, and dependably and accurately. prompt service..
communication materials.

ASSURANCE
The knowledge and
5
DIMENSIONS OF
EMPATHY
The caring, individualized
courtesy of employees and SERVICE QUALITY
attention provided to
their ability to convey trust Parasuraman, customers.
Zeithaml, and Berry
and confidence.
 Customer Satisfaction and Loyalty

Importance of Quality

High quality leads to satisfied

customers who are more likely
to become repeat customers.
 Brand Reputation

Importance of Quality

Quality products and services

build a strong and positive
brand image.
 Reduced Costs

Importance of Quality

Fewer defects and errors lead to

lower rework, scrap, and
warranty costs.
 Increased Market Share

Importance of Quality

Offering superior quality can

attract more customers and
increase market share.
 Higher Profitability

Importance of Quality

Loyal customers and efficient

operations contribute to higher
profits.
 Competitive Advantage

Importance of Quality

Quality can be a key

differentiator in the
marketplace.
 Reduced Risk

Importance of Quality

Reliable and safe products and

services minimize the risk of
liability issues.
Quality Management (QM) encompasses all activities
that an organization uses to direct, control, and
coordinate quality.
It involves establishing a quality policy, setting quality
objectives, and implementing processes to achieve
these objectives.
The ultimate goal of QM is to consistently meet or
exceed customer expectations, improve efficiency, and
reduce waste.
 7 Core Principles of Quality Management

• Understanding customer needs

1. Customer Focus and expectations.
Organizations depend on their • Ensuring customer
customers and therefore should requirements are determined
understand current and future and met.
customer needs, should meet • Monitoring customer
customer requirements, and strive satisfaction.
to exceed customer expectations. • Managing customer
relationships.
• Focusing on enhancing
customer value.
 7 Core Principles of Quality Management

• Establishing a clear vision,

2. Leadership mission, and values.
Leaders at all levels establish unity • Setting challenging quality
of purpose and direction and objectives.
create conditions in which people • Creating a culture of quality.
are engaged in achieving the • Engaging and empowering
organization's quality objectives. people.
• Providing the necessary
resources and support.
• Leading by example.
 7 Core Principles of Quality Management

• Understanding the importance

3. Engagement of People of individual contributions.
Competent, empowered, and • Promoting teamwork and
engaged people at all levels collaboration.
throughout the organization are • Providing opportunities for
essential to enhance its capability learning and development.
to create and deliver value. • Empowering individuals to take
ownership and make decisions.
• Recognizing and rewarding
contributions.
 7 Core Principles of Quality Management
• Identifying and understanding
4. Process Approach key processes.
• Defining the inputs, activities,
Consistent and predictable results
outputs, and interactions of
are achieved more effectively and
these processes.
efficiently when activities are
• Managing processes to achieve
understood and managed as
intended results.
interrelated processes that
• Evaluating and improving
function as a coherent system.
process performance.
• Understanding the organization
as a system of interconnected
processes.
 7 Core Principles of Quality Management

• Establishing improvement as an
5. Improvement organizational objective.
Successful organizations have an • Using data and information to
ongoing focus on improvement. drive improvement efforts.
• Encouraging creativity and
innovation.
• Implementing preventive
actions to avoid problems.
• Learning from experience and
implementing changes.
 7 Core Principles of Quality Management

• Determining, collecting, and

6. Evidence-based Decision analyzing relevant data and
Making information.
• Ensuring data is accurate,
Decisions based on the analysis reliable, and accessible.
and evaluation of data and • Using appropriate methods for
information are more likely to data analysis and evaluation.
produce desired results. • Making decisions based on
evidence.
 7 Core Principles of Quality Management
• Identifying key interested
7. Relationship Management parties and their needs.
• Establishing and maintaining
For sustained success, organizations mutually beneficial
manage their relationships with relationships.
interested parties, such as suppliers • Sharing information and
and partners. resources.
• Collaborating to achieve shared
objectives.
• Managing risks and
opportunities associated with
these relationships.
 QUALITY MANAGEMENT SYSTEM (QMS)
A Quality Management System (QMS) is a
formalized system that documents
processes, procedures, and
responsibilities for achieving quality
policies and objectives.
QMS helps organizations to:
Examples of QMS frameworks and standards:

ISO 9001 is the globally recognized

standard for quality management
systems (QMS), providing a
framework for organizations to
consistently meet customer and
regulatory requirements, and
improve their processes.
Examples of QMS frameworks and standards:

A management framework based

on the belief that an organization-
wide effort towards quality will
lead to long-term success.
Examples of QMS frameworks and standards:

Six Sigma is a set of methodologies

and tools used to improve
business processes by reducing
defects and errors, minimizing
variation, and increasing quality
and efficiency.
Examples of QMS frameworks and standards:

Continuous Quality Improvement

(CQI) is a systematic, ongoing
process focused on enhancing
products, processes, or services
within an organization, aiming to
optimize quality, minimize errors,
and meet customer needs.
Benefits of Implementing Quality Management
1. Improved Customer Satisfaction and Loyalty: Consistently meeting or
exceeding customer expectations.
2. Enhanced Product and Service Quality: Reducing defects and errors.
3. Increased Efficiency and Reduced Waste: Streamlining processes and
minimizing rework.
4. Lower Costs: Reducing the costs associated with poor quality.
5. Improved Brand Reputation: Building trust and credibility with customers.
6. Increased Market Share: Attracting and retaining more customers.
7. Better Employee Morale and Engagement: Creating a culture of quality and
continuous improvement.
8. Improved Regulatory Compliance: Meeting relevant standards and regulations.