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| Quality (Source : http://saakhpharma.com) |
Quality is the perception, the perception of customers regarding an item or service that is deemed appropriate to their needs and requirements. Customer or stakeholder certainly would not want to accept the product or service that is not in accordance with the wishes and expectations. Therefore, it is necessary for customer satisfaction surveys to get data what keingingan and customer expectations.
Juran: "Fitness for Use"
W. Edward Deming: "Repair and continuous quality measurement to eliminate the variation by using statistical tools."
ISO 9000: "The degree of fulfillment of a set of properties and characteristics of requirements. ''
W. Edward Deming: "Repair and continuous quality measurement to eliminate the variation by using statistical tools."
ISO 9000: "The degree of fulfillment of a set of properties and characteristics of requirements. ''
Customer obtain something fun that they do not expect before.
Quality management system purpose is to conduct the implementation and continual improvement of the system and the prevention of nonconformities / deviations that meet customer requirements to achieve customer satisfaction.
Some aspects of the expected customer:
Some aspects of the expected customer:
- Cost
- Quality
- Delivery
- Service
The impact when the quality starts to increase are:
- Increasing customer satisfaction
- Increased quality
- Increased Productivity
- Increased control of the market
- Increased profits
- The ability to control the price
- The reduced cost of failure
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