2.9 Quality Operations Management Developing Effective Operations: Quality “Quality is everyone’s responsibility” W. Edwards Deming “How long does it take you, as a boss, to achieve world class quality?” Less than a nanosecond to attain it, a lifetime of passionate pursuit to maintain it.” Tom Peters

2.9 Quality Developing Effective Operations: Quality In this topic you will learn about: The meaning of quality The distinction between quality control and quality assurance Systems of quality assurance Quality standards

2.9 Quality The meaning of quality Quality means the ability of a product or service to meet customers’ expectations Different customers will however have a different perception of quality Customers’ interpretation of quality may be influenced by a number of factors including: Price Brand Customer’s personal expectations and experiences Nature of product or service What makes a ‘quality’ film?

2.9 Quality The meaning of quality Quality can be expressed or measured in a number of ways, these include: Aesthetics i.e. physical appearance Features i.e. physical attributes Core Aspects i.e. basic abilities/ functionality Actual Aspects i.e. added extras / functionality Augmented Aspects i.e. support feature e.g. warranty Performance i.e. reliability, durability Intangible Aspects i.e. non physical attributes e.g. brand name, reputation You will need access to the internet to view this video clip The rise and fall of Ratners. Can he now convince customers on the high street he is a ‘quality’ jewellers? Why might a consumers perception of quality be particularly important when buying jewellery?

2.9 Quality The meaning of quality Quality is also important when providing a service, the measures we apply may however be different. Friendliness of staff Speed of service Efficiency of service Staff knowledge Cleanliness of facilities Appearance of environment Which measures of quality are most important to you when choosing a mobile phone a holiday a sports shirt a sandwich shop

2.9 Quality What is quality control? The checking of a good or service before it is delivered to a customer i.e. at the end of the process Normally relies on an inspection process Head chef inspects a meal on a plate before it leaves the kitchen Quality inspector tests a product at the end of the production line Supervisor records and listens into a phone conversation at a call centre What is the job of a quality control inspector?

2.9 Quality Quality Control Advantages Quality can be monitored Stops faulty products reaching the customer Common problems can be identified Inspector takes responsibility Often a robust system Disadvantages Takes responsibility away from operatives Requires specialist / additional personnel Problems only identified at end of process Waste levels may be high If you worked in a bakers would you prefer to be responsible for checking the quality of your own work or have some one else inspect it? Justify your answer

2.9 Quality What is quality assurance? The checking of a product or service at each stage of its production e.g. as it travels along a production line Relies upon self-checking A sauce chef tastes the sauce before passing to chef in charge of a dish Each operative checks their stage of the process or component before passing it along “It’s a funny thing about life; if you refuse to accept anything but the best, you very often get it” Somerset Maugham To what extent do you think this quote relates to the performance of operatives responsible for self checking?

2.9 Quality Quality Assurance Advantages Positive effect on staff morale Greater responsibility More motivated Lower wastage levels Faults identified earlier Less need for reworking Achieve certification for quality assurance Inspection throughout the process Disadvantages Relies on commitment of all employees Additional training costs Production process may be delayed Accreditation for quality assurance itself does not ensure quality! Each operative will check the component as it reaches them and again as it leaves them

2.9 Quality Systems of quality assurance Businesses will often strive for quality assurance through the adoption of a system They will set down a clear process to be followed The most frequently adopted system is Total Quality Management (TQM) Many businesses will seek to achieve accreditation for their quality assurance standards e.g. ISO9000 Some industries set their own quality assurance standards and accreditations

2.9 Quality Achieving ISO9000 – a quality standard Clear quality targets System to achieve targets System to measure results Resources to take corrective action “With ISO9000 you can still have terrible processes and products. You can certify a manufacturer that makes life jackets from concrete, as long as those jackets are made according to the documented procedures and the company provides the next of kin with instructions on how to complain about defects.” Richard Beutow, US Executive, Motorola Read more about ISO9000 at The British Accreditation Bureau

2.9 Quality Total Quality Management The AQA exam board states that “Systems of quality assurance, should include Total Quality Management (TQM)” TQM sees quality as the responsibility of all employees Each employee is a link in the chain and treats the next link as if they were an external customer They will pass the product on only if it is correct Philosophy of get it right first time Look at just how far some businesses will go to achieve TQM

2.9 Quality Why is quality important? Can help achieve lower unit cost Less waste Positive image to consumer Reputation Positive word of mouth Unique Selling Point Pricing decisions Improved competitiveness

2.9 Quality Activity – Ready made meals Achieving TQM requires the commitment of all workers. Try to identify all the quality issues in producing a ready made meal Design a poster to be displayed around a ready made meals factory. It should include: Quality assurance Staff responsibility To motivate them To remind them To provide tips Why quality is important Look at the ready made meals at Morrison's to help identify the degree of complexity in producing them