QUALITY PLANNING

QUALITY PLANNING

The following are the important steps for quality planning.

1. Establishing quality goals.
2. Identifying customers.
3. Discovering customer needs.
4. Developing product features.
5. Developing process features.
6. Establishing process controls and transferring to operations.

IMPORTANT POINTS TO BE NOTED WHILE QUALITY PLANNING :

1.      Business, having larger market share and better quality, earn returns much higher than their competitors.

2.      Quality and Market share each has a strong separate relationship to profitably.

3.      Planning for product quality must be based on meeting customer needs, not just meeting product specifications.

4.      For same products. We need to plan for perfection. For other products, we need to plan for value.

QUALITY COSTS

1.         PREVENTION COST

Ø  Marketing / Customer / User.

Ø  Product / Service / Design Development.

Ø  Purchasing

Ø  Operations (Manufacturing or Service)

Ø  Quality Administration.

2.         APPRAISAL COST

Ø  Purchasing Appraisal Costs.

Ø  Operations Appraisal Costs

Ø  External Appraisal Costs

Ø  Review of Test and Inspection Data

Ø  Miscellaneous Quality Evaluations

3.         INTERNAL FAILURE COST

Ø  Product or Service Design Failure Costs (Internal)

Ø  Purchasing Failure Costs

Ø  Operations (Product or Service) Failure Costs

4.                  EXTERNAL FAILURE COST

Ø  Complaint Investigations of Customer or User Service

Ø  Returned Goods

Ø  Retrofit and Recall Costs

Ø  Warranty Claims

Ø  Liability Costs

Ø  Penalties

Ø  Customer or User Goodwill

Ø  Lost Sales