Year 11 Business Managing Quality Thursday 12th December Mr Nicholls

Objective To consider how a business can manage quality.

Today… We need to run through how a business will manage quality through: Quality Control Quality Culture Developing a Quality Culture Quality Assurance Whilst we have covered some of these headings in passing, we must ensure we are 100% confident on them all.

Quality Quality = Positive Experience for Customers. Reliability Politeness Warranty Responses Think about it – if you have a positive response within a business, or get your hands on a particularly well made product, you are generally happier!

Quality Control Normally within a business there will be systems put in place to ensure quality is maintained: Factory Inspectors 100% Inspection Systems Feedback Systems However – due to the nature of the systems tending to be at the “end of the line”, staff often don’t actually get to hear about things!

Quality Culture This is all about ensuring that workers take pride in what they’re doing and ensure every single item they produce is of the best possible quality. Culture means attitude – so this again is a tough one to implement. Toyota is a prime example – all managers MUST work on the production floor before being promoted so that they see how things work, and strive to improve things.

Developing a Quality Culture Must start at the beginning – new staff must immediately be trained on standards, and standards must be maintained. Managers will therefore need to constantly check on the standards of their employees.

Quality Assurance This is where quality is built into the system, rather than simply happening at the end of the process. This means that employees are all responsible for ensuring quality in their working area – and 99.9% of the time, will have this written into their contract.

For example… Job Role Quality Assurance Task Car Factory Worker fitting windscreens Will test every windscreen fitted for two minutes by spraying water to check that the screen is air and water-tight. Nurse giving patients pills Keeping a careful record of who took what and when they took them. GCSE Teacher Test students every three to four weeks to ensure new knowledge is understood, records kept of progress, use of mocks.

Summary Quality is achieved by providing an efficient service; the right product of the right quantity at the right time – with a human face.

Questions… Page 62 in Text Books on Toyota – Practice Questions 1, 2 and 3. To be completed under test conditions please – I’ll collect in your responses at the end of the session.