Quality Management in a Nutshell.

Compiled by Eng K K Hewavithana

Engineer Motive Power (Diesel Hydraulic),Sri Lanka Railways.
Email: keerthieh@gmail.com

The terminology which is used to describe quality is extensive and at times confusing. It is
clearly evident that this concept is miss- interpreted and incorrectly understood even among
educated professionals.
Modern theory of quality is based on eight dimensions as follows,
• Performance
• Features
• Reliability
• Conformance
• Durability
• Serviceability
• Aesthetics
• Perceived quality

But quality is more than this, it is delivery performance, time to market, responsiveness to
change in the environment and the marketplace and most of all –at the lowest cost possible.
In the early stage of development (during 1950s) quality is considered as fitness to standard. But
today it is basically considered as fitness to use. You may be able to better understand this by
studying the techniques used throughout the history of quality management.
Quality has become extremely important because customers expect quality, because
organizations function in an extremely competitive global environment. To survive they need to
have not only competitive advantage but a distinctive advantage like quality. Quality is also
important because costs are lowered when work is done right at the first time; there is no rework
and no correction of mistakes.
Quality is important from a personal point of view as well. In a world where most organizations
are fighting to survive and prosper, employees are being asked to take on greater responsibility.
Work life, as a result, is becoming increasing stressful. None of us want the increased frustration
of malfunctioning equipment or inadequate service. Quality is important because it makes each
of our lives easier and because it helps us do our best for our organization.
Road to excellence through quality management,

Modern quality concept first introduced in USA in 1920 basically in automobile mass production
systems (FORD). In that era “Statistical control chart” and “Acceptance sampling methods” are
extensively used
Second phase of quality management emerged during Second World War period to fulfill the
military requirements. But after the war trend was dead in USA but US expert W Edward
Deming migrated to Japan and new developments initiated there. TQM (Total Quality
Management) concept and customer driven quality concepts were initiated.

Evolution of Quality management concept.

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