GROUP 3 WORK

PRODUCT DESIGN. (ESKON ERENG)

A product is a commodity or item offered for sale
Product design
This refers to the process of imaging and creating objects/products to satisfy the consumers’
needs in the market. It can also be define as the process of identifying a market opportunity,
defining the problem and coming up with a solution for the problem. Product design describes
the process of imagining, creating, and iterating products that solve users’ problems or address
specific needs in a given market.
“Industrial design is the professional practice of designing products used by millions of people
around the world every day. Industrial designers not only focus on the appearance of a product,
but also on how it functions, is manufactured and ultimately the value and experience it provides
for users.”

Product design is usually initiated by the consumers’ needs and requirements. The key to
successful product design is an understanding of the end-user customer, the person for whom the
product is being created. Product designers attempt to solve real problems for real people by
using both empathy and knowledge of their prospective customers’ habits, behaviors,
frustrations, needs, and wants. Before imaging and creating any product one should understand
the specific objectives he/she wants to achieve. One should be able to answer the following
questions;
 What do I need to achieve?

 What problem/Challenge am I solving?

 Where is the problem located?

After answering this questions one will have a clear understanding of the consumer needs and
their preferences. Also before creating the product the designer should conduct a research to find
out the understanding of his potential consumers about the product that he/ she wants to design.
Factors affecting product design
1. Cost to price ratio
This is a very crucial factor in product design. The designer should come up with a product
which is within his cost. The cost of production must be less compare to the intended price of the
product in the market. Product costs are the costs directly incurred from the manufacturing
process. The three basic categories of product costs are detailed below:

 1. Direct material

Direct material costs are the costs of raw materials or parts that go directly into producing
products. For example, if Company A is a toy manufacturer, an example of a direct material cost
would be the plastic used to make the toys.

 2. Direct labor

Direct labor costs are the wages, benefits, and insurance that are paid to employees who are
directly involved in manufacturing and producing the goods – for example, workers on the
assembly line or those who use the machinery to make the products.

 3. Manufacturing overhead

Manufacturing overhead costs include direct factory-related costs that are incurred when
producing a product, such as the cost of machinery and the cost to operate the machinery.
Manufacturing overhead costs also include some indirect costs, such as the following:

 Indirect materials: Indirect materials are materials that are used in the production
process but that are not directly traceable to the product. For example, glue, oil, tape,
cleaning supplies, etc. are classified as indirect materials.
 Indirect labor: Indirect labor is the labor of those who are not directly involved in the
production of the products. An example would be security guards, supervisors,
and quality assurance workers in the factory. Their wages and benefits would be
classified as indirect labor costs.

 Example of Product Costs

Company A is a manufacturer of tables. Its product costs may include:

 Direct material: The cost of wood used to create the tables.

 Direct labor: The cost of wages and benefits for the carpenters to create the tables.
 Manufacturing overhead (indirect material): The cost of nails used to hold the tables
together.
 Manufacturing overhead (indirect labor): The cost of wages and benefits for the
security guards to overlook the manufacturing facility
 Manufacturing overhead (other): The cost of factory utilities.

2. Quality Policy.
The design should be with the quality policy which gives guidelines for quality standards.
3. Raw materials to be used.
This is a major factor that affects product design. The designer must have knowledge and
information about the best materials from both primary and secondary sources.
4. Production facilities.
The designer must have all the required facilities for production such as tools and equipment.
This will make his work easily and reduce the production cost.
5. Customers’ requirements
The first thing the designer must know is the customer requirements. The product to be designed
must have a potential of satisfying customers’ needs in terms of quality, reliability, quantity and
durability. It must create confidence in customers. The following are factors that customers
consider.
i. Functionality
Customers need your product to function the way they need in order to solve their problem or
desire. For example a good plumb bob should have a very sharp tip for its accuracy and it should
be in good shape for proper functionality.
ii. Price
Customers have unique budgets with which they can purchase a product or service. It should not
be too expensive for the customer nor too cheap for a loss.
iii. . Convenience
Your product or service needs to be a convenient solution to the function your customers are
trying to meet. The plumb bob should have a long thread for proper wall measurements and not
too long to avoid spinning over.
iv. . Experience
The experience using your product or service needs to be easy -- or at least clear -- so as not to
create more work for your customers.
v. . Design
Along the lines of experience, the product needs a slick design to make it relatively easy and
intuitive to use. The plumb bobs design should be of a cone because that’s the commonly used
design in Kenya.
vi. . Reliability
The product needs to reliably function as advertised every time the customer wants to use it. It
should be easily reliable to the customer at all times for both repair and functions.
vii. . Performance
The product or service needs to perform correctly so the customer can achieve their goals. So the
product has to be of the required qualities i.e. good shape, sharp tip and braided string in a plumb
bob
viii. . Efficiency
The product needs to be efficient for the customer by streamlining an otherwise time-consuming
process.
ix. . Compatibility
The product needs to be compatible with other products your customer is already using.

6. Effects on existing products.

Product designer must consider the effect of the product design on the existing products of .An
upcoming new product may badly affect the sale of existing products. The designer must avoid
this situation.

What Does the Product Design Process Look Like?

The details of the product design process will vary from company to company, but these
professionals do tend to follow a similar philosophy or framework when it comes to design
thinking. As Cam Sackett explains, the design-thinking process involves several steps:

1. Empathize with people

2. Define the problem
3. Ideate a solution
4. Build a prototype
 5. Test the solution

Sackett also points out that although it’s arranged in a linear way, the design process doesn’t
necessarily move in a linear path. Sometimes the results learned in a given step lead the team
back to repeat or refine an earlier step.

Product design process

This refers to the steps followed when designing a new product and bringing it to the market.
Stage 1. Idea generation.
This refers to getting a thought. For you to have a good Idea one should have a clear
understanding of the customers’ needs. Having this understanding will help one to develop a
viable idea. The idea for product design can be generated in a variety of ways they include

 Brainstorming

 Bench marking

 Research
Stage 2.Screening the idea
This is a very crucial stage in the product design process. Screening refers to analyzing all the
ideas to eliminate those that are less viable.
Each idea should be evaluated and scrutinized in line with its viability. Finally after analysis the
best idea should be selected.
Stage 3. Market study/feasibility study
This involve the market analysis and economic consideration. It involves taking the idea that was
selected in the screening stage to the customers in order to find out whether the proposed product
have high demand.
In case the demand is low then the economic analysis which deals with the cost will
automatically be involved in and compare production cost and the volume of sale expected. Risk
analysis is also carried out in this stage.
Stage 4. Preliminary design.
This is the process of building a prototype/ Sample of the intended after the sample is made it has
to be tested in order to revise the design if it does not meet the intended objectives.
If the product have to be revised, it must undergo retest after revision until the design becomes
viable and meets the objectves.In this stage the physical appearance of the product has to be
considered i.e. shape, color, quantity and quality.
Stage 5 Pilot runs and testing.
This involves the production of small amount of the designed products and testing them. This
helps to do a market test which helps us to understand the acceptability of the designed product
in the market. This stage is fundamental in that it helps the producer to know whether his
targeted customers will accept and buy the products upon launching it.
Stage 6. Launching
This is the last stage in the product design process .This involves the production of the designed
product and releasing it to the market. The production should be grow up gradually as the
consumers increase.
Features of a good product design
a) Functionality- product must function properly for the intended purpose.
b) Reliability- The product must perform properly for the design period of time. It must
create confident in customers.
c) Quality- The product must satisfy customers stated and unstated needs.
d) Standardization-The product should to be design in such a fashion so that most of the
components are standardized and easily available in the market.
e) Cost effectiveness- The product must be cost effective. The product must be
manufactured in less cost

What are the Types of Product Design Jobs Available?

What different companies think of today as product design jobs might include several roles under
different names. For example:

UX designer

User-experience designers focus on refining a product based on how their research into users
behavior suggests people will get the most satisfaction from using the product. UX designers aim
to increase users’ happiness.

Data analyst

These designers focus on user research and other data to identify ways to improve a product’s
layout, feature set, and visual aesthetic. In other words, their primary role is a scientific one, but
they are also designers.

Prototyper

Prototypers are the members of the product team who bring the team’s ideas to a tangible state,
to help the company quickly validate with users the product’s features and other characteristics.
In a company that makes physical products, prototypers will hand-craft mockups. For digital
companies, the prototyping team will develop wireframes or other virtual mockups.

COMPETITIVENESS (IAN MAINA NJOMO)

Definitions
Competitiveness is derived from the word compete which means to strive for the same object,
position or reward that another person is striving for.
Competitiveness is refers to the skill or ability to contend with rivals for the same objective or
prize.
According to the business dictionary, it refers to the ability of a firm or a nation to offer products
and services that meet the quality standards of the local and world markets at prices that are
competitive and provide adequate returns on the resources employed or consumed in producing
them.
The world economic forum which has been measuring competitiveness among countries since
1979, defines it as ‘the set of institutions, policies and factors that determine the level of
productivity of a country’.
Benefits of competitiveness
1. It eliminates complacency and helps you explore the best in you
2. Builds the passion for finding out and trying new ways to beat competitor’s results in
high creativity and innovative skills.
3. It is a driving factor that makes people work hard and fosters personal development.
Product competitiveness is a complex characteristic that takes into account a large number of
interrelated factors.
According to the business dictionary, a competitive product is a good or a service that can be
sold in profitable quantities (within a certain market) on the basis of its price, quality and service
combination preferred by buyers over that offered by competing products.
The assessment of competitiveness should also include consumer appeal and the interests of
producers in the production and sale of these products.
Economic factors determine the competitiveness of goods, reflecting the interests of consumers
and producers .competitive factors reflect not only the parameters of similar products but also
characterize the needs of potential buyers.
The competitiveness of products is often a complex, materially intensive phenomenon and
science intensive phenomenon.
In a market environment it is not always easy to sell products in a market environment because it
is necessary to strike a balance between the producers cost and the cost of products and satisfy
the needs of the customers.
Improving a product competitiveness
1. Focus more on consumers wants – Be sure of their exact demands and remain
committed to meeting the demands .
2. Working on the support systems-having a customer care service to respond to the
customer’s questions and complains about a product.
3. Offering guarantees and warranties-it generates feeling of security and trust when
buying a product thus leading to high conversion rates.
4. Giving of bonus offers
5. Differentiating your brand-by choosing a specific niche , keeping your voice and
image consistent across all platforms and coming to users with a value that’s unique
Factors of a competitive advantage
1. Price –offer reasonable and favorable prices to the customers
2. Location –business located in strategic places where it is accessible to many consumers
and reach a wide market
3. Quality- there should be no compromise of the products. It is better for a high quality
good at higher price than a low quality product at a low price.
4. Selection- select an item that demand is high and thus high profit
5. Speed – the speed of production of the good or provision of services should meet the pace
at which the goods move.
6. Service –the provision of services to customers should always be pleasing

RELIABILITY (GILBERT KIBET ROTICH)

Reliability is defined as the probability that a product, system, or service will perform its
intended function adequately for a specified period of time, or will operate in a defined
environment without failure.

The most important components of this definition must be clearly understood to fully know how
reliability in a product or service is established:

 Probability: the likelihood of mission success

 Intended function: for example, to light, cut, rotate, or heat

 Satisfactory: perform according to a specification, with an acceptable degree of

compliance

 Specific period of time: minutes, days, months, or number of cycles

 Specified conditions: for example, temperature, speed, or pressure

Another way, reliability can be seen as:

 Probability of success
  Durability

 Dependability

 Quality over time

 Availability to perform a function

The three types of reliability includes:

Over time (test-retest reliability)
Across items (internal consistency)
Across different researchers (inter-rater reliability).
What is Reliability Engineering?
I define reliability engineering as the discipline to optimize the system or product dependability
in a cost effective manner.
We use tools, techniques, and knowledge to accomplish answers to two fundamental engineering
questions.
1. What will fail?
2. When will it fail?
Reliability engineering includes design, manufacture, transport, installation, operation,
maintenance, and retirement of systems and products. We work with design and manufacturing
teams primarily, yet also work closely with procurement, suppliers, marketing, finance, and
customers.
The focus for a reliability professional is on creating a product that meets or exceeds customer
expectations with respect to reliability.

What’s the role of the Reliability Engineer?

The primary role of the Reliability Engineer is to identify and manage asset reliability risks that
could adversely affect plant or business operations. This broad primary role can be divided into 
three smaller, more manageable roles: Loss Elimination, Risk Management and Life Cycle Asset
Management (LCAM).

Loss Elimination
One of the fundamental roles of the Reliability Engineer is to track the production losses and
abnormally high maintenance cost assets, then find  ways to reduce those losses or high costs.
These losses are prioritized to focus efforts on the largest/most critical opportunities. The
Reliability Engineer (in full partnership with the operations team) develops a plan to eliminate or
reduce the losses through root cause analysis, obtains approval of the plan and facilitates the
implementation.
Risk Management
Another role of the Reliability Engineer is to manage risk to the achievement of an
organization’s strategic objectives in the areas of environmental health and safety, asset
capability, quality and production. Some tools used by a Reliability Engineer to identify and
reduce risk include:
  PHA - Preliminary hazards analysis
 FMEA - Failure modes and effects analysis
 CA - Criticality analysis
 SFMEA - Simplified failure modes and effects analysis
 MI - Maintainability information
 FTA - Fault tree analysis
 ETA - Event tree analysis
Life Cycle Asset Management
Studies show that as much as 95% of the Total Cost of Ownership (TCO) or Life Cycle Cost
(LCC) of an asset is determined before it is put into use. This reveals the need for the Reliability
Engineer to be involved in the design and installation stages of projects for new assets and
modification of existing assets.

Advantages of product reliability

i. Expectation
Products work under environmental and use conditions imposed by the customer. Creating a
product that matches the expectations imposed by the customer permits the product to work as
expected.
Understanding the conditions allows the design to meet without over designing thus optimizing
product cost and customer satisfaction.
ii. Time
Unanticipated failures cost time for customers and for the organization to resolve the failures.
Using reliability and availability concepts we can minimize failures and avoid wasting time.
iii. Throughput
Downtime for any reason reduces the system’s throughput, downtime can be minimized by
applying predictive and preventative maintenance programs.
A well-maintained system minimizes operating expenses and maximizes throughput.
iv. Production
Some products require a run-in or burn-in to identify and eliminate early life failures or to refine
and optimize system operation. Using reliability engineering techniques we can minimize the
time and resource impact of run-in or burn-in operations.
Eliminating or minimizing the time we reduce inventory carrying costs, tooling costs, and energy
requirements.
SERVICE LIFE (IMANI BARNABAS AMANI)
A product’s service life refers to its period of use in service. It is a product’s total life in use from
the point of sale to the point of discard. Determining a product’s expected service life involves
using tools and calculations from maintainability and reliability analysis. Service life represents a
commitment made by the item’s manufacturer and is usually specified as a median.
Consumers have different expectations about service life based upon factors such as
1. Use - a product used in heavy construction works for example a spade is expected to have
a short service life as compared to a spade used only in a garden.
2. Cost – consumer have expectations that highly priced products should have a longer
service life as compared to the same products which are obtained for a lower price
3. Quality – the higher the quality of a product the longer its service life is expected to be.
The service life cycle is a process that follows different stages that a product encounters. The
life cycle is broken down into 4 stages which determine where in the market the product or
service is at the current time.
Stages of a product life cycle:
1. Introduction stage
This is when a business is launching a product or service into the market for the
consumers to see and purchase. This stage is designed with the objective of increasing the
awareness of the product or service in an effort to get consumers better acquainted with
it.
2. Growth stage
This comes after the consumers have been introduced to the product and are better
acquainted with it. It is associated with consistent increase in sales and a significant
growth in revenue. At this stage is where the product will attempt to build a loyal
customer base as well.
3. Maturity stage
As the product reaches the end of the growth stage it begins the maturity stage. At this
stage the curve of sales has flattened hence sales have reached a stopping point and
remain rather stagnant. The amount of revenue made is rather constant at this stage.
4. Decline stages
This is associated with decline in sales and a drop in revenue. The product at this point
has lost its demand and hence its usefulness is diminished. The product always faces stiff
competition from other products that have gained the consumers interest. The product at
this point has lost most of its loyal consumers hence is no longer in demand.
Manufacturers will commit to very conservative service life, usually 2 to 5 years for most
commercial and consumer products. Although for large and expensive durable goods; items that
are not consumable, the service lives and maintenance activity will factor large in the service
life.
For certain product, like those that cannot be serviced during their operational life for technical
reasons a manufacturer may calculate a product’s expected performance at both the beginning of
operational life and end of operational life.
VALUE ENGINEERING (ESTHER MULEI)
INTRODUCTION
Value engineering is a systematic method to improve the “value” of a product or service that the
project produces. It is an integral component of project quality. Value is defined as containing
two components, function and cost:
The value of an item is defined as the most cost-effective way of producing an item without
taking away from it is a systematic and organized approach to providing the necessary functions
in a project at the lowest cost.
Value engineering promotes the substitution of materials and methods with less expensive
alternatives, without sacrificing functionality.
It is focused solely on the functions of various components and materials, rather than their
physical attributes.
Value = Function / Cost
Function: a measure of the the performance capabilities of the product, service, or project. A
function might be to “achieve traffic flow across the river.” In practice value engineers look at
many different functions that the bridge serves, like accommodating floods, passengers, bicycles,
endangered turtles, emergency vehicles, the sun on the horizon, and anything else that serves in a
functionary capacity.
Cost: The resources required to achieve the function. This can include materials, tools, price,
time, or anything that is required to achieve the functional specifications.
Clearly, project value is increased when the function is increased, the cost is decreased, or both.
Alternatively, the function and cost could both be increased or decreased, as long as the cost
becomes proportionately less to the function, the value will increase.
On your projects
Why not take the time at various stages during the design phase to brainstorm the functions the
project serves? What are the verb/noun pairs that describe the functions? The primary functions
will be obvious (the reasons for the project’s existence) but what are the secondary ones?
Value engineering sessions take a step back and look at the project from a functional perspective
rather than how it’s originally conceived. Projects tend to be initiated based on linear, generic
thinking that does not consider the secondary functions. The project manager, or members of the
project team, can certainly do the same thing at any time. Particularly during the design phase,
when innovation can save money, increase quality, or just score valuable brownie points, it could
just be that simple.
Following points are to be applied when an activity or function decide to do the value
engineering:
 Determines the basic function of an item.
 Evaluating high cost areas and systematically reducing those costs
 Analyzes a problem area and developing alternative ways of resolving the problem.
 Selects the best possible alternative to perform the basic function at the lowest cost.
 Presents and promotes a proposal.
 Also simplifies, resulting in increased reliability and ease of maintenance.
 Extends financial, manpower, and material resources.
QUALITY (GEOFFREY MWANGI)
Quality refers to a feature of a product (service) which are required by the customer. Quality
sometimes can be determined by a set of inherent characteristics with a set of requirements, if the
set of requirements meet all the requirements, high or excellent quality is achieved but if the
characteristics don't poor level of quality is achieved .quality therefore is a question of degree.
A more comprehensive definition of quality as adopted by International Standards Organization
is “the totality of features and characteristics of product or service that bear on its ability
to satisfy stated or implied needs revolving around customer”.

Product is of satisfactory quality if it meets the customers’ interests and desires .The consumer
will buy a product or service only if it suits his requirements.
Customer’s requirements are first assessed by the marketing department and the quality decision
is taken on the basis of the information collected.
Key aspects of quality for the customer include:
 Good design – looks and style
 Good functionality – it does the job well
 Reliable – acceptable level of breakdowns or failure
 Consistency
 Durable – lasts as long as it should
 Good after sales service
.'Value for money' is especially important, because in most markets there is room for products of
different overall levels of quality, and the customer must be satisfied that the price fairly reflects
the quality.
Some products and services are marketed as 'basic', having none of the extra features and
benefits of more expensive alternatives. Good examples would be Easyjet and George at Asda
clothing ranges. Even though it may be 'low quality' in terms of style or features, these products
still give good value for money for their overall level of quality .
To manufacturer (in industry), it means ‘best for certain customer conditions’.
The important customer conditions are:
(i) Selling price of the final product, and
(ii) Actual end use of the product.
These may be reflected in the following features of the product:
(i) The dimensional specification and operating characteristics of the product.
(ii) Reliability and life of the product.
(iii) The cost of production of the production.
(iv) The production conditions required for the manufacture of product,
(v) Installation and maintenance objectives and related costs.
Quality Characteristics:
An element which makes a product/item fit for use is the quality characteristics. The quality
characteristics also mean a process by which the fitness for use can be translated into the
technologists’ language for managing the quality. The quality characteristics are also classified
into categories called ‘parameters’ of fitness for use.
Two such major parameters are known as:
(i) Quality of design and
(ii) Quality of conformance.
The quality of design is concerned with consumers’ satisfaction by variation in quality of
products popularly called “grades”. In contrast the quality of conformance is the extent to which
the products/ items and services conform to the intent of design.
The process capability, inspection and process control is involved in achieving this conformance
so that product/goods produced meet the pre-decided specifications. The end of both these
parameters is the quality as shown in Fig. 33.10.
Cost of quality
Quality management is not only concerned with maintaining the quality characteristics of a
product but also with achieving the same at least cost.
There are basically three categories of cost of quality:
(i) Costs of Appraisal.
(ii) Costs of Prevention.
(iii) Costs of Failure.
The relationship between these costs and total quality cost is shown in Fig. 33.1.
(i) Costs of Appraisal:
These are the costs of inspection, testing and such checking operations which are essential to
maintain the product quality the costs of the implementation of quality as well as the costs of
monitoring and control are included in this cost.
(ii) Costs of Prevention:
These are the costs to prevent the manufacturing of poor quality products. These include costs of
activity such as quality planning which tries to ensure that proper precautions have been taken to
avoid wrong sampling plans being made or poor/inferior quality of raw material entering into the
plant/enterprise or improper techniques/method and processes being followed in the plant.

Prevention, Failure and Appraisal Cost Relationship

(iii) Costs of Failure:
Inspire of prevention and appraisal, there will still be losses by virtue of rejections, rework and
spoilage etc. to some extent. These costs as well as the costs of attending to consumer complaints
and providing product service are included in the category of costs of failures.
The costs of quality can be analysed in two different ways:
1. Category to Category Comparison:
Comparing the relative costs involved on each of the above mentioned cost categories i.e., how
much is spent on planning? How much on appraisal? and How much on failure?
2. Time to time Comparison:
For instance, comparing one quarter’s operation with the previous quarter’s operation.
Impact of Poor Quality:
Poor quality of products results in the extra cost of production. A manufacturer sometimes has to
bear losses due to poor product quality.
This can be explained as follows:
(1) Reduction in sales is the result of poor quality of product which leads to lower production
volume and hence reduced profitability. Such losses may prove detrimental to the existence of
those manufacturing plants.
(2) Poor product quality also affects goodwill of manufacturer in the market. Goodwill is created
as a result of good performance over a long period and goodwill once lost is very difficult to re-
establish.
(3) A manufacturer or a supplier may be required to replace a product, if it proves to be of
inferior quality during the guarantee period and replace the parts/components during warranty
period.
(4) A manufacturer is liable to indemnify the customer for any loss sustained by him by virtue of
poor product quality.
(5) A manufacturer may be compelled to sell the sub-stand products at reduced price.
(6) Defective products may lead to stoppages in production processes thus leading to higher cost
of production.
(7) Sometimes, a manufacturer has to pay for rework on defective items/goods.
(8) Sometimes extra money is to be spent by producer for repair and servicing of defective
products.

(9) A rejected/substandard product represents a loss to a manufacturer equivalent to material as

well as labour cost plus other overhead costs.
(10) In case the proportion of defectives increases it makes essential for the industrial plant to
invest extra amount for vigorous inspection and testing at various stages of production.
(11) The high proportion of production of defective/substandard products affects the morale of
the work force badly.
(12) Sometimes it becomes necessary to identify the causes of failures or high rate of defective
production. The manufacturer has to waste money on such investigations.
Importance of Quality:
Quality management, which includes ensuring proper quality for a organization’s/plant’s output
product, is important not only for its survival in the market, but also to expand its market if new
product line is to be introduced and various other marketing ventures.
The lives of human beings are effected to a great extent by the quality of products and services.
Quality failures may and would result in serious human inconveniences, wastage of money and
sometimes loss of life.
In the early twentieth century, consumers/users were expected to pay extra for quality. However
in the present day competitive business market quality is no longer an option. In other words, it
is a positive need without which the survival of an organization is not possible.
Dimensions of quality to note in the current market:
(a) Consumers, ‘industrial and defence personnel’ have been increasing their quality requirement
very sharply.
(b) The stringent consumers demand on quality compels for the review of in plant practices and
techniques.
Two quality challenges i.e.:
(i) Considerable improvement in the quality of many products/goods and quality practices
(ii) Substantial minimization in the overall cost of maintaining quality.
Benefits of quality products:
(1) Improved productivity of the system.
(2) Reduced costs of products/services.
(3) Improved image of the organization.
(4) Committed Consumers/Customers.
(5) Dedicated management of the unit/plant.

(6) Increased involvement of employees at various levels.

Quality Management:
Quality management is related with quality assessment. Quality assessment is a probe of the
level of quality being achieved. This assessment of quality leads to quality control and it
includes action taken to do away with unacceptable quality products.
A typical quality control programme is based upon the periodic inspection at various stages of
production, later followed by feedback on results and the adjustments made where found
essential. The term quality assurance is quality control but with an emphasis on quality at the
design stage of the products, processes and jobs and in the selection of manpower and their
training.
Another term Total Quality Control (TQC) refers to a total commitment to quality in all its
aspects, to commitment of quality in all functional areas of work and utilizes behavioural
techniques such as quality circles (QC,S) and zero defect programmes etc.
The biggest misconception among people regarding TQC is that it is restricted to product quality
and it is not about the quality of all business processes. The concept of TQM is that, it takes
quality from the shop floor to every conceivable activity in an organization. Keeping the
consumer at the centre of all thoughts, decisions and processes.
Quality Circles:
Conceptually Quality Circles can be described as a small group of employees of the same work
area, doing similar work that meets voluntarily and regularly to identify, analyse and resolve
work related problems.
Zero Defects
From a literal standpoint, it’s pretty obvious that attaining zero defects is technically not possible
in any sizable or complex manufacturing project. According to the Six Sigma standard, the
definition of zero defects is defined as 3.4 defects per million opportunities (DPMO), allowing
for a 1.5-sigma process shift. The zero defects concept should pragmatically be viewed as a quest
for perfection in order to improve quality in the development or manufacturing process. True
perfection might not be achievable but at least the quest will push quality and improvements to a
point that is acceptable under even the most stringent metrics.