And the last definition in this chain of quality definitions is freedom from defects. Whenever you are 2
making a product or providing a service your attempt would be to minimize defects. 3
The problem with defects is that defects lead to rework and rework leads to more cost. 4
So if you are producing a defective part it goes to the client then the problem would be that client 5
will be unsatisfied because it breaks, it led to some failure. 6
It led to some loss to the customer. 7
So that's one scenario. 8
Second scenario would be that you created a defect. 9
Then you found that as a manufacturer then you repaired that the repairing of this product will cost 10
you money. 11
So in either case you lose either you lose money in repairing or your customer loses the faith in your 12
product. 13
So defects need to be reduced or eliminated at any cost. 14
So that is how you achieve quality. 15
There is a general misconception that when you make a product which is free from defect that product is 16
going to cost you more in manufacturing but you need to overcome that understanding. 17
Once you make a product which is defect free you don't need to rework. 18
You don't need to do a lot of inspections. 19
You save a lot of money by not making defective parts. 20
So in a way in long term not making defective parts will lead to improved profits. 21
It's not going to cost you more. 22
It's going to cost you less when you make defect free products. 23
And in fact that will lead to consistency in your quality. 24
So if you make defect free product you will make consistent quality, your customers will be happy and 25
you will be getting the return orders. 26
So these were six commonly used definitions of quality. 27
None of these is an official statement that quality means this. 28
So we need to have a common single definition of quality and who provides that definition. 29
That definition is provided by ISO 9000 standard. 30
So on the next slide let's look at that official definition of quality. 31
What does quality means?