Lessons Learned in Quality Capsules 1 to 4 Quality Capsule 1: What is Quality? Quality is fitness for use. This basic definition branches into two arms:1. Quality = Product features that meet customer needs2. Quality = Freedom from deficiencies along the entire supply chain Quality …

Language of Money I believe: Halving your Cost Of Poor Quality (COPQ) can double your profit. How often have you observed that we budget for inefficiencies? Once these inefficiencies are budgeted for, there is no alarm. Chronic problems breed inefficiencies. Example: We maintain incoming goods …

Quality Improvement I believe: Continuous Quality Improvement can be the most rewarding profit-centre for an organization. How often have you observed organizations boasting about the number of quality improvement projects in their organization? Much activity. No results. The reality is that 20% quality improvement projects …

I believe: Quality is a top-down discipline. How often have you observed that the operations department is blamed for product failures? It is so frequent that they have learned to accept the blame without resistance. They move on till the next time they are blamed. …

I believe: No one is against Quality. How often have you witnessed customer and supplier arguments? These heated debates may address: invisible product features, delay in delivery, discounts, field failures, warranty costs, after-sales-service, and more. In the end, there is only a compromise and customer …