TOTAL QUALITY WITH INFORMATION SYSTEM
The emergence of a global
economy has stimulated worldwide interest in achieving quality. Companies can
no longer be satisfied with producing goods and services that compete only with
goods produced within their own country. Consumers can now select from a broad
range of products and services produced anywhere in the world. Before examining
how information systems can contribute to quality throughout the organization,
we must first define the term quality.
Traditional definitions
for quality have focused upon the conformance to specifications (or the
absence of variation from those specifications). With this definition, a
producer can easily measure the quality of its products. Achieving quality
under this definition requires three steps from the manufacturer: First, establish
product specifications. Second, measure products as they are produced to determine
whether or not they achieve the standards established in the specifications. Third,
alter the manufacturing process whenever necessary to bring the products up to
standard.
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However, achieving
quality is not quite that simple and direct. The definition of quality has been
changing and broadening in recent years. Defining quality as conformances to
specifications view it from a producer’s perspective only. Customers have a
different perspective, being more concerned with value for their Rupees.
They normally apply three criteria. First, customers are concerned with
the quality of the physical product. They want to know if the product is
durable, how safe it is, its reliability, its ease of use and installation, its
stylishness, and how well the producer supports the product. Second,
customers are concerned with the quality of service, by which they mean
the accuracy and truthfulness of the advertising, the timeliness and accuracy
of the billing process, responsiveness to warranties (implied as well as
specified), and ongoing product support. Finally, customer concepts of quality
include the psychological aspects: how well do the sales and support
staff know their products, the courtesy and sensitivity of the staff, and even
their neatness, the reputation of the product. For companies to compete
globally, they need to include a customer perspective in any definition of
quality.
