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Quality Control And Reliability Analysis (pb)1998 by Singh
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  SPECIFICATION
CREATING CUSTOMER-DRIVEN QUALITY (pb)2002
Author: AKHILESH N. SINGH
ISBN: 8174461973
Year: 2002
Publisher: EXCEL BOOKS
Category: QUALITY CONTROL MANAGEMENT
Edition: 1
Format: Paperback
Language: English
Pages: 228
 ABOUT THE TITLE
The 7-step plan for Creating Customer-Driven Quality are: Identify what customer and market needs. Design the product that responds to customer needs. Develop the process capable to produce the designed product. Produce and deliver the product to customer as per the design. Measure the customer satisfaction. Improve the quality of product and process. Manage the quality through an effective quality management system. The above seven steps can be easily implemented and internalised by any company. Quality has become essential for the commercial success of any organisation. Inspite of this awareness large number of companies are going out of business every day even those who are still in business are under a constant threat. Based on analytical research it was found that the main reason for the companies going out of business was that their quality was not customer- driven. To remain in business the quality of products and services has to be customer-driven . But how to create customer-driven quality has been a big question for organisations?
Author: Akhilesh N Singh is a recognised quality practitioner trainer and communicator of the principles of Quality Management. Trained on TQM in Japan a Quality System Lead Auditor and a member of American Society for Quality currently he is associated with a leading Indian Steel Company. Based on his hands on experience he has authored five books on Quality Management. He believes that “knowledge grows by sharing with others”. With the same belief he has produced this piece of work which will help the quality professionals to have a broader image of Quality which is driven by the customers.
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 TABLE OF CONTENTS
1. Quality – A New Paradigm
Why and What is it?
2. Quality – Customer-driven
How to Create?
3. Quality Target – Customer Needs
Identify the Customer Needs and Market Requirements
4. Quality by Design
Design a Product which Responds to Customer Needs
5. Quality from the Process
Develop a Process Capable to Produce the Designed Product
6. Quality by Conformance
Manage the Process to Produce and Deliver the Product in Conformance to Design
7. Quality of Performance
Measure the Customer Satisfaction
8. Quality Improvement
Continuously Improve the Quality of your Products and Processes
9. Quality Management
Manage the Quality through an Effective Quality Management System
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