Introduction:

In our day-to-day life, we use different products and services from the time we get up until we get
back to bed. For example, we use different types of products such as toothpaste, soap, detergent,
clothes, food, gas stove, vehicle, phone, computer, TV, electric bulb, etc. and we also use different
types of services such as water supply, electricity, transportation, health care, education, etc. All of
us wish that these products and services should fulfil certain specifications when we use them. If
the product/service fulfils the specifications needed for its proper use, we say that it is of good
quality. If it does not fulfil the specifications, it is said to be of poor quality.

Every manufacturing organisation is concerned with the quality of its product. While it is
important that quality requirements be satisfied and production schedules met, it is equally
important that the finished product meet established specifications. Because, customer’s
satisfaction is derived from quality products and services

In the face of ever-growing market competition, the main objective of the manufacturer or
producer is to achieve quality assurance in manufacturing and service organisations so that his/her
product/service can meet the existing competition in the market. In order to achieve this objective,
different statistical tools have been developed, which are useful for controlling the quality of
products vis-a-vis certain specifications or standard. The technique of controlling product quality
against the specifications using statistical tools is known as Statistical Quality Control (SQC).

Meaning of Quality:
The dictionary meaning of quality is Degree of Excellence. It means that both products and
services should be excellent. This definition of the term quality is rather subjective as it depends
on the perception of excellence and varies from situation to situation or from person to person.
If 20 different people are asked to define quality, most probably there will be 20 different
answers. However, the best will be widely used. If we ask what quality they want, mostly people
say they want the best. This indicates that the general public opinion about the term quality is the
best.
The concept of quality as goodness or the best or luxury is not adequate for professionals
working in quality control because the best depends on an individual’s perception.
 For example, a person may think that a car is a good vehicle for Shillong City roads, but
a comparatively poor vehicle for the forests of West Khasi Hills, Jaintia Hills, etc. because the
best vehicle for these places would be one with four-wheel drive

Similarly, a good walking shoe is good for walking, but unsuitable for running. Therefore,
the intended use of the product or service needs to be included in the concept of quality. So
we need to define the term quality.

Defining Quality:
There are several ways of defining quality

1. Confirming Specification- Initially, quality was defined as conforming to specifications.

This means that any product should be manufactured according to given specifications. If
a product fulfils its specifications, it is considered to be a quality product. There are some
problems with this definition. In some cases, it is found that even though a product
conforms to all specifications, its utility is not up to the mark.

For example, suppose a person wishes to purchase a touch screen mobile phone
having clear sound. The shopkeeper shows him/her such a mobile set. But the person may
feel that the size of the mobile phone is big. So he/she may not purchase it because it is not
fit for his/her use. Therefore, from the point of view of customers, such products are not
useful. Thus, there is a need to redefine the term quality.

2. Fitness for Use- This means that the manufactured product should be such that it
conforms to its specifications and is fit for use. However, it was found that in some cases,
a product conformed to all specifications and was fit for use but could not be sold as it did
not appeal to the customer. Therefore, to sell any product it is necessary to incorporate the
customer’s viewpoint.

3. Customer Satisfaction: This means that a product, which brings satisfaction to the
customer could be termed as a quality product. Then it was found that every customer
would have plenty of demands in respect of each product that he/she wished to buy.
However, customers seldom express all of their expectations.
For example, suppose a person goes to a restaurant and orders a pizza. If the pizza
given to him is not hot, that person would definitely be unhappy. But it is also true that the
customer would never mention that he/she wanted a hot pizza! There are many situations
where the customers are unhappy, even when all their expressed or stated needs are
fulfilled. Hence, while defining quality, there is a need for considering unexpressed or
unstated needs of customers.
 4. Delighting the Customers: Delight is one step ahead of satisfaction. When a product
fulfils both the expressed and unexpressed needs of the customer, he/she is delighted.

5. Enchanting the Customers: According to this definition, the manufacturer plays a dual
role: firstly, he/she should know the need of the customers. Secondly, he/she should make
customers aware of this fact and also make them feel that these are the products they want.

For example, an electric bulb manufacturer needs to educate customers about LEDs
and make them want to buy LEDs as these are low on consumption of electricity even
though if these cost slightly more.

Quality Control:
Control- The process/procedure/method that is applied to meet the specifications or standard is
known as control.
A process is a series of actions or operations that transform input to output.

Input Process Output

Process control works on feedback and comprises the following steps:

1. Choose the parameter to control, i.e., we first choose the characteristic that we intend to
control such as length, height, weight, defects, etc.

2. Choose the unit of measurement, e.g., centimeter (cm), millimeter (mm), gram (g), etc.

3. Set the standard or goal for the parameter to control, e.g., 5 cm, 10 g, etc.

4. Select a sensing device, which can measure the parameter to control in terms of the unit
of measure, e.g., scale, a weighing balance, etc.

5. Measure the actual performance.

6. Compare the actual performance with the standard.

7. Take necessary action when there is a difference between actual performance and the
standard.
Thus Quality Control can be define as
“The process by which we measure the quality characteristics of the product, compare them with
the specifications or standard and take suitable actions whenever there is a difference between
actual quality and the specifications or standard”.