Professional Documents
Culture Documents
QUALITY ASSURANCE
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Manufacturer
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Seller/Retailer
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Raw materials
Fibre, yarn, fabric, dyes, finishing chemicals, buttons, zippers, rivets, thread, labels, polybag, stickers, embroidery thread, sequins, beads, zari, clips, dabka, laces, piping, appliqu, fusible, lining, etc.
UNDERSTANDING Q.A.
Textile Quality Assurance is the process of
designing, producing, evaluating and checking
UNDERSTANDING Q.A.
Two approaches : Quality control Quality management
UNDERSTANDING Q.A.
Quality satisfies customers expectations Today, you HAVE to produce quality products at a competitive price Q is inherent in a product and is incorporated in
The Model
The Model
Outermost circle represents materials, processes and product characteristics and features which affect the quality of a product. Next circle indicates that the 3 factors must be defined, evaluated, inspected and analysed to ensure conformance and compliance. Innermost circle indicates that Q.A. is a never ending process Center of the model presents the 2 basic goals of Q.A.
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UNDERSTANDING Q.A.
Q. Why has quality become so important?
A. Competition, globalisation
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Companies + employees must understand how quality affects organisations, standard practices within organisations, consumer behaviours, customer purchases and satisfaction, and
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Definition of Quality
Webster defines quality as that which belongs to something and makes or helps to make it what it is; characteristic element; any character or characteristic which may make an object good or
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Definition of Quality
Quality is defined as the total of the characteristics that help describe the overall object or service
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Product Perspective
Product quality is represented by the total of a set of precise & measurable characteristics or component of a finished product Difference in characteristic or component
difference in quality
Each parameter is quantified/benchmarked E.g. GSM, count, construction, colour fastness to washing/rubbing, etc.
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Product Perspective
* more, finer, etc. doesnt necessarily mean better, should be relevant. * sometimes lighter fabric is required, sometimes coarser fabric is required
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Producers perspective
Q = consistent conformance to specs & stds Q is achieved when products fall within acceptable range E.g. button
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Producers perspective
Point of view #1 Good Q enables a company to produce goods that
problems exist 4. Assess the cost of Q & explain how it is used as a management tool
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Customer perspective
quality depends on the dimensions of product or service that are of importance to me Customer determines whether or not a product/service meets or exceeds expectation
Customer perspective
superior colour fastness is desirable but higher price isnt Fabric manufacturer has to understand the wants of immediate customer and the ultimate
consumer
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T.Q.M.
Focus on customers and their satisfaction is the
basic underlying principle of TQM In TQM, all actions are directed toward
producing a quality product for the TG, satisfying the TG and meeting the companys business objectives
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T.Q.M.
Customer satisfaction doesnt occur JUST by
keeping
contact
with
customers
through
warranties
Firms must understand all interactions
customers have with company & use that information to improve the system
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Demings 14 points:
1. Create constancy of purpose for improvement
Demings 14 points:
6. Institute training
Demings 14 points:
12. Remove barriers that rob people of pride of
workmanship
13. Encourage education and self-improvement
for everyone
14. Take action to accomplish the transformation
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Demings Cycle
Demings Cycle
1. Conduct consumer research, use the results in planning the product (PLAN) 2. Produce the product (DO) 3. Check the product to make sure it meets criteria identified in the plan (CHECK)
Focus
is
on
understanding
customers,
communication within the company & with customers, and continuous improvement
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improvement
improvement
&
opportunities
for
7. Give recognition
8. Communicate results
9. Keep score
10. Maintain momentum by building
Value-based perspective
quality are those that perform/conform at
acceptable prices
Today, value & excellence are combined to
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Dimensions of Q
8 dimensions of Q have been identified as follows: 1. Performance 2. Features 3. Reliability 4. Conformance 5. Durability 6. Serviceability 7. Aesthetics 8. Perceived quality
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Dimensions of Q
1. Performance combines product & user-based approaches, and focuses on measurable product attributes 2. Features are secondary characteristics that supplement a products basic function
Dimensions of Q
3. Reliability : describes the likelihood of product
Dimensions of Q
4. Conformance is the degree to which a
strength, matching of plaids at c.f. seam, matching of trims and fabric in terms of colour
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Dimensions of Q
5. Durability : how long a product will be suitable
Dimensions of Q
6. Serviceability : related to product repair. In textile, it means clean-ability Q. Can the product be cleaned & restored to its near-new condition? - A product may shrink, bleed or loose colour, wrinkle E.g. Process can be incorrect : hot water - Inappropriate material : dry cleaning, detergent - Inappropriate material used in product: pigment dyed cotton + silk
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Dimensions of Q
7. Aesthetics describes ones physical senses of sight, sound and touch. - In case of textile & apparel hand, weight,
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Dimensions of Q
8. Perceived quality : customers rarely possess complete information about a product. They tend to rely on nebulous factors like brand name,
advertising, etc.
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Demographics
Gender Age & stage of lifecycle (teens, single working, micro-family, large family) Education level & socioeconomic status (design companies, accounting companies)
Geographic location
Ethnicity & cultural membership
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Lifestyle factors
Social activities, entertainment preferences, memberships in group & organisations, Shopping habits, hobbies, spending & saving habits, gift giving E.g. athlete, tennis player, horse rider
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Lifestyle factors
E.g. wardrobe size & variety : - Alok owns 5 pairs of black pants IDENTICAL - Ravi owns 5 pairs of black pants DIFFERENT WT, TEXTURE, STYLING - Deval owns 1 pair of black pants JUST 1 PAIR!!
Lifestyle factors
Also, manner in which individuals clean, repair and store textile products has an impact on the market E.g. one consumer may replace an item when he/she looses a button
Psychographics
Includes individual self concept, self esteem, body image, personal values, attitude towards fashion, standard of living, religious beliefs Environmental attitude organic clothing, frugality
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CASE STUDY
T.G. Family of limited income, some vocational education, parents in early 30s, one or more small children, suburbans of a metro city of India, moderate interests in fashion, conservative attitudes. Avid watchers of cricket, laughter shows, talent shows, childrens programs, interested in crafts. Q. Describe the apparel product this TG would be interested in. Q. Describe a specific apparel product lets say T-shirts for a 5 year old kindergarten girl
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expectation
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Serviceability
Serviceability describes how well a product satisfies customer needs Components of serviceability include: Aesthetics
Durability
Cost Comfort Care Appearance retention
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Aesthetics
Appearance, fashion preference, fit & styling E.g. Does the facing extend far enough into the jacket front? - Does the wrap skirt fall open when the wearer sits? - Does the pocket facing show during wear? Does
Durability
How long does a textile product be usable for its intended purpose? Durability is dependent on how a product is used, cleaned & stored * Therefore durability is difficult to define in absolute terms.
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Durability
Durability is often assessed in terms of tensile strength, resistance to abrasion, pilling, snagging and deformation E.g. for carpeting : resistance to matting and pile
soiling,
pile
crushing
may be measured
Expectation for durability may differ depending on whether the item is high fashion or basic product
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Durability
Q. What is your durability expectation from (a) a rug thats used in the living room, AND (b) a rug thats used as bed for the family pet?
(a) minimal shedding of fibers, abrasion & snag
resistance, shouldnt buckle with use, colour
permanence, fading, soiling, pilling, matting of surface yarns (b) regular m/c washing, wear & tear from the pet
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Durability
Equally important is durability of all components used in the product Fabric, thread, buttons, zippers, lining, etc. Durability is influenced by selection of appropriate stitch & seam type customers prefer that seam rupture before the fabric tears T/F ?? Durability factors also include the bond strength of fusible interlining Elastic, zippers
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Cost
Cost is used to differentiate & categorise textile products Customers have been led to believe that cost is an indicator of quality Customers have unrealistic expectations for expensive goods and may not understand other
Cost
often moderately priced product deliver greatest value for the amount paid. T/F? Cost includes ?? raw material, labour, O/H, fees for registered trademarks, licence fee for copyrighted material, advertising, services such as alteration/home
Comfort
Items that are comfortable allow consumers to use or wear them w/o thinking about them or being annoyed or made uncomfortable by them Comfort includes how a product effects heat loss or heat gain Moisture absorption apparel, towelling,
industrial wipes
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Comfort
Water resistance/repellent umbrella, outerwear, awnings Static build up upholstery, carpeting, apparel, B +ve Fabric hand direct contact with skin How often have you torn out care labels
Comfort
Excessively bulky seam (A/H area, W/B) Stiff threads (NYLON) Rivets & metal zippers (DRIER, SUN, CAMPFIRE) Fit (of course!!) (walk, sit, go through normal range of body motions)(COATS while driving)
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Care
care describes how the product responds to the procedure(s) recommended for returning a soiled item to its clean and as near-to-new condition as possible Dimensional stability (shrinkage, elongation, L, W, L x W)
Care
Pilling, snagging, fabric distortion, yarn slippage Metal zippers and buttons may tarnish Fabrics with wrinkle free finishes tend to hold on to oily soils tenaciously. E.g. ring around the collar Pleats, creases, seams, pockets, collars,
Care
Some care instructions are unrealistic or confusing. E.g. care label of a RED-and-WHITE striped T-shirt reads wash bright colours separately !!
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Appearance Retention
Describes the degree to which a textile product retains its original appearance during storage, use and care E.g.1 resistance to colour change (YELLOWING) | abraded denims may turn yellow or develop a green cast
Appearance Retention
E.g.3 wrinkling, creases E.g.4 knit & bias cut garments when placed on hangers STRETCH bulky, loose knits when placed on hangers SHOULDER BUBBLE
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Button
producers
sell
to
apparel/home
furnishing manufacturer who in turn sell to ultimate consumer successful companies also consider the needs of individual consumers
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tarnishing,
rusting,
bleeding,
discolouring, or shanks cutting through sewing threads Button supplier has to satisfy the direct customer
Performance expectations
3 corners of quality: the product, the user, and training of the user or support during the life of the product Customers expectations are based on a holistic perspective that includes numerous factors like cost, comfort, durability, fashion, end use &
PERCEPTION of others
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Performance expectations
Customers develop their performance expectations based on previous experiences with similar products, information from family members & friends, and assumptions regarding trade names, brand names, fiber content, fabric type & colour
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Performance expectations
Customers have an extremely limited knowledge of textiles their expectation may be skewed in unrealistic directions E.g. customers unrealistically expected that frosted denim jeans would perform as well as untreated denim jeans
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Customer satisfaction
How well a product/service meets customer expectations
Satisfied
Highly satisfied
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GREATEST CHALLENGE
To translate consumer/customer expectations into descriptions, characteristics and performance
requirements for the products Customer satisfaction surveys are undertaken to identify issues related to products/services that did
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GREATEST CHALLENGE
- PROBLEM with M.R.: rapid product changes makes it extremely difficult to conduct a full
GREATEST CHALLENGE
Mail order companies & firms producing basic products are more likely to devote time to assessing customer satisfaction Mail order companies focus on returned
products
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