Page 172 - DMGT501_OPERATIONS_MANAGEMENT

Operations Management

Notes 4. Fitness for use
5. Conformance to requirements
6. Customer’s satisfaction
These need based definitions represent only certain facets of quality. The achievement of
satisfactory quality involves all stages of the quality loop as a whole e.g.,
1. Quality due to definition of needs (as defined above)

2. Quality due to product design
3. Quality due to conformance and product support throughout its life time

Notes Quality Loop
From this it is evident that quality cannot be built into the product during manufacturing
alone and instead it has to be built into the product right from the stage of assessing the
marketing conditions to design, procurement, manufacturing, sales and distribution and
finally after-sales-service to the customer.
The concept has led the industry to shift emphasis from Quality Control (QC) to Quality
Assurance (QA) and ISO: 9000 System is the outcome of the quest of the industry to meet
challenges of technology upgradation and ever increasing competition in the International
market.

6.7 ISO: 9000 Standards

ISO stands for International Organisation for Standards. ISO: 9000 is a series of international
standards for quality systems. It is a practical standard for quality applicable both to the
manufacturing and service industry.
These standards were first published in India in 1987 and subsequently revised in 1994. These
standards have made a dramatic impact on business around the world and have become the
regular (a must) for doing business in the world market.

Did u know? Indian, British and European Equivalent Standards are:
INDIAN : IS: 9000
BRITISH : BS: 5750
EUROPEAN : EN: 29000
ISO: 9000 sets out that the company can establish, document and maintain an effective and
economic quality system which will demonstrate to the customers that the company is
committed to quality and is able to meet their quality needs. These standards answer concisely:

ISO: 9000 : What is Quality Management?
How to sum a Quality Assurance System ?

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