ASSIGNMENT

INTERNATIONALLY ACCEPTED QUALITY STANDARDS

Quality Standards are at the core of the Quality Framework.

1. Good practice

2. Centre development planning

3. Internal evaluation

2. External evaluation

3. The developmental agenda for the program at national level

FUNCTIONS OF THE QUALITY STANDARDS

QUALITY STANDARDS

Quality standards are the operational techniques and the activities that sustain the quality of a product or service in order to satisfy given requirements. These standards comprise of quality planning, data collection, data analysis, and implementation.

Quality assurance standards are published documents that are recognized by various bodies and are used to develop quality management systems in different organizations. There are various quality standards which organizations can adopt depending on the nature of their business. Reputed organizations prefer to do business with organizations that follow good quality management systems. This assures them that the deliverables will be of good quality and that there will be no hassles in doing business with such firms.

Some Of The Quality Assurance Standards Includes,

Overview of Various Quality Assurance Standards

Some Quality Standards and Certificates

Originally developed by Bill Smith at Motorola in 1986, the Six Sigma Training program was created using some of the most innovative quality improvement methods from the preceding six decades. The term "Six Sigma" is derived from a field of statistics known as process capability. The term 6 Sigma refers to the ability of manufacturing processes to produce a very high proportion of output within specification. Processes that operate with "six sigma quality" over the short term are assumed to produce long-term defect levels below 3.4 defects per million opportunities. Six Sigma's goal is to improve overall processes to that level of quality or better.

SIX SIGMA

ISI  is Indian Standards Institute, an  ISI mark means the product conforms to respective national product standard the customer has to accept the same.

ISI

BIS CERTIFICATION SCHEME FOR HALLMARKING OF GOLD JEWELLERYGovernment of India’ has identified BIS a sole agency in India to operate this scheme. BIS hallmarking Scheme is voluntary in nature and is operating under BIS Act, Rules and Regulations. It operates on the basis of trust and thus it is desirable that aspect of quality control are in built in the system responsible for managing quality.

BIS HALLMARK

ISO (International Organization for Standardization) is the world’s largest developer and publisher of International Standards. ISO is a network of the national standards institutes of 158 countries, one member per country, with a Central Secretariat in Geneva, Switzerland, that coordinates the system.

ISO

ISO 9001 is a quality management system standard which standardizes and documents the various activities of the organization like purchase, stores, sales, processing, it focuses on customer needs and fulfilling the same hence enhancing the satisfaction levels and laying and implementing the systems for continual improvement.

ISO 9001

This is a software quality standard. Quality is very important in IT industry. The software quality should strictly be maintained so that the customers are satisfied otherwise it results in huge losses for both customers and the company. ISO/IEC 25000 provides guidance to SQuaRE. These quality assurance standards are used to maintain the quality of software during the product life cycle process like defining the requirements of the customers, design, implementation, testing, and validation process. Also, it is used to maintain the quality while the product is in use.

SQuaRE

ISO 17025 is used for testing and calibration laboratories. Laboratories that conduct testing and calibration as well as organizations that have internal laboratories for similar tasks can follow this standard. To get ISO 17025 certification, the laboratories and organizations have to fulfill some technical and management requirements as mentioned in this standard. One of the benefits of getting ISO 17025 certification is that the test results of such laboratories are internationally accepted.

ISO 17025

ISO 22000 is used in food industry to maintain food safety and quality. Food industry has to maintain very stringent quality and safety parameters as bad quality of food can affect the health of the consumers. ISO 22000 quality assurance standards help these industries to develop quality management systems in such a way that the quality of food is maintained at all stages like farming, food processing, food packaging etc. This standard is generally combined with ISO 9001 and HACCP to obtain the optimum results.

ISO 22000

This standard is specially meant for the automobile industry and has been developed by ISO and the IATF. Any other industry involved in supply chain management can also use this standard to improve their quality. Some of the big names in the field of automobile industry are members of IATF and hence TS 16949 is recognized by almost the entire automobile industry for quality. Adopting this standard help automobile companies all over the world to do business with foreign companies.

TS 16949

BS5750 is a British Standard for quality assurance is the international equivalent. This approach requires that firms set out clear procedures for all business processes – usually these are set out in manuals and reinforced through staff training. Regular audits are carried out to ensure that processes are being carried out consistently according to standards.

BS5750

CE Mark In electrical products, the CE mark signifies a standard of safety.

CE Mark

TOTAL QUALITY MANAGEMENT

Total quality management or TQM is an integrative philosophy of management for continuously improving the quality of products and processes.TQM functions on the premise that the quality of products and processes is the responsibility of everyone who is involved with the creation or consumption of the products or services offered by an organization. In other words, TQM capitalizes on the involvement of management, workforce, suppliers, and even customers, in order to meet or exceed customer expectations.

Total Quality Management in Jet Airways

India’s Most Preferred Airline

Formation of Jet Airways

Mr.Naresh Goyal founded Jetair (ltd) in May 1974

In 1991 Diversification Program

Commenced Commercial operations in may

MISSION

Jet Airways will be the most preferred domestic Airline in India

Jet Airways will achieve this pre-eminent position by offering a high quality of service and reliable, comfortable and efficient operation

CODE OF CONDUCT

Confidential information

Fair dealing

Compliance with law and regulations

Prevention of insider training

Record keeping

JET AIRWAYS PARTNERSHIP

Air Canada

American Airways

Brussels Airways

Jetlite

QANTAS

SERVICES

Check in option,

Airport check inTele check inWeb check in

Airport Lounges Bus Services Entertainment

SPECIAL SERVICES

Infant and Child care

Wheel Chair Assistance

Medical Emergencies

Travelling with Animals

Jet Mobile

TQM TECHNIQUES

Jet airways formulated a Quality Management System for in-flight Services in February 2001 as part of a Comprehensive exercise to implement ISO in selective operational areas. They also implement KAIZEN techniques to improve the services of their employees through continuous training programme

SERVQUAL MODEL

Is a model to assess the gap of an organizations service quality performance against customer quality needs. Introduced by Zeithaml, Parasuraman, And Berry in 1985 it is widely used within service industries to understand the perception of target customers regarding their service needs. SERVQUAL was originally measured on 10 aspects of service quality : reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the customer and tangibles

Servqual Data what can we do?

We can use data on customer priorities to feed in to the House of Quality(QFD).

Quality function deployment (QFD) is a method to transform user demands into design quality, to deploy the functions forming quality, and to deploy methods for achieving the design quality into subsystems and component parts, and ultimately to specific elements of the manufacturing process.

DIMENSIONS OF SERVQUAL MODEL

Reliability

Assurance

Tangible

Empathy

Responsiveness

AREAS OF QUALITY MANAGEMENT

1. On time2. Delay information3. Announce delay4. Good in Flight Service5. Good in flight food6. Waiting time for baggage7. Baggage loss8. Compensate baggage loss9. Good ground service10. Refreshment on delay11. Online booking12. Discounted fare13. Maintenance of aircraft and other equipments

YIELD MANAGEMENT OR REVENUE MANAGEMENT

Process of understanding, anticipating and influencing consumer behavior in order to maximize yield or profits from a fixed, perishable resource(such as hotel room reservation or airline seats)

Yield management involves strategic control of inventory to sell it to the right customer at the right time for the right price. This process result in price discrimination, where a firm charges customers consuming otherwise identical goods or services a different price for doing so.

QUALITY CERTIFICATION

In flight service, ISO 9001-2000 certified certification for the product and service range includes Design, development and delivery of customer services that meet world class standard. IATA Operational Safety Audit (IOSA) Registration

COST CONTROL MEASURES

Jet airways and kingfisher Airlines have put aside their differences and joined hands to cut costs through code-sharing and combining and ground service.

The airline leased two of its Boeing 737s to a Japanese Co. and implemented a number of work force productivity measures.

Salary cut of employees

AWARDS

‘airline with best first-class service in the world’ award at Business Traveler’s 20th annual ‘best in business travel, award Gala in USA ‘best domestic full service airline’ award for the sixth year in a row “most innovative product launch” award

Customer Response through Surveys

Positive Aspects

Jet travelers found its flights to be on time Jet usually inform their customers about delay in advance through SMS or Telephone call Provide Refreshment Providing good in flight food and entertainment Staff friendly and helpful

THANK YOU

Submitted By MUHAMMED SHAHID CK.