Understanding Quality

1. ISO 9000: REVISED 5 GOALS

1.1. Meet stakeholder needs

1.2. Usable by all organizations

1.3. Usable by all sectors

1.4. Simple and clearly understand

1.5. Connect system to business

2. meets need and expectations of the customer.

3. achieve long term success.

4. Measures of Quality

4.1. TANGIBLE

4.1.1. Reliability

4.1.2. Function/ Features

4.1.3. Support levels and Standards

4.1.4. Cost of Ownership

4.2. INTANGIBLE

4.2.1. Brand Image

4.2.2. Exclusiveness

4.2.3. Market Reputation

5. Benefits of Greater Quality

5.1. Customer Satisfaction

5.2. Repeat Purchase

5.3. Customer Recommendation

5.4. Lower Marketing Cost

5.5. Customer Loyalty

6. Quality (as whole customer experience)

6.1. Buying Process

6.2. Product Reliability

6.3. Cost of Ownership

6.4. After-sale Service

7. Companies Used High Quality as Advantages are:

7.1. Apple Company

7.2. Starbucks Coffee Shop

7.3. Toyota Motor Company

7.4. Disney

7.5. Ikea

8. Customer’s Expectation and Needs

8.1. Competitive

8.2. Performance

8.3. Availability

8.4. Reliability

8.5. Value

9. Principles of Quality Management

9.1. Customer Focus

9.2. Leadership

9.3. Engagement of People

9.4. Process Approach

9.5. Continuous Improvement

9.6. Evidence - Based Approach

9.7. Relationship Management

10. ISO 9000

10.1. International standard

10.2. Efficient Quality System

10.3. Meet regulatory

10.4. Achieve

10.5. Improvement