1. QUALITY ASSURANCE AND CONTROL
SLIDE 4

2. IMPORTANT! Consumers demand quality in a competitive market
However it is difficult to define quality as it means different things to different people
Definitions?
Quality of finish?
Price paid for good?
Reliable?
Life span?
SLIDE 4

3. FACTORS AFFECTING QUALITY
Quality Assurance
Quality Control
Quality Standards
Total Quality Management
SLIDE 4

4. QUALITY ASSURANCE Aims to make sure that quality standards are:
Set
Agreed
Met
through the entire organisation
Aim is to ensure customer satisfaction and reduce the return of faulty goods
SLIDE 4

5. QUALITY CONTROL
Assumes that there will be a degree of waste from products up to 25% if the organisation has a system in place of quality checking at the end of the manufacturing process
Leads to increased costs of production as some goods may not ‘pass’ the quality control
SLIDE 4

6. QUALITY ASSURANCE Based on prevention
Aims to ensure that quality standards are set, agreed and met through the organisation
Aims to create a situation in which “right first time, every time” becomes a real possibility
Quality Assurance and Quality Control are two different concepts
SLIDE 4

7. QUALITY ASSURANCE
Quality is checked at every stage of the manufacturing process thereby reducing wastage and scrap to 5% or less
It checks the good at every stage of the process instead of just the end product
Good quality control is achieved through the use of quality assurance
SLIDE 4

8. QUALITY STANDARDS
SLIDE 4

9. IMPORTANT
Consumers have a right to expect that goods are of a ‘satisfactory quality’ and that they are ‘fit for the purpose for which they are intended’
This is further supported by the legal system who have continually supported the consumer in cases of ‘bad quality’
SLIDE 4

10. MEASUREMENTS OF QUALITY
Appearance
Safety
Availability
Value for money
Ease of use
Consumer after sales support
Reputation of the product and company
SLIDE 4

11. BRITISH STANDARDS INSTITUTE
Aim to promote quality at all stages of the production and move away from just checking the end result
Control and operate the main British Standard
BS 5750
Many companies will only deal with other companies that are certified to this standard
Companies have to achieve this standard by producing quality manuals for policies of quality assurance including inspections
SLIDE 4

12. OTHERS British Standards Institute Kite Mark
Association of British Travel Agents (ABTA)
Investors in People (IIP)
ISO 9000 (BS 5750 international equivalent)
SLIDE 4

13. TOTAL QUALITY MANAGEMENT
SLIDE 4

14. TOTAL QUALITY MANAGEMENT (TQM)
Aims to produce a perfect product or service every time in order to meet customer requirements
Uses the same principles of quality assurance but views the exact needs and requirements of the customer must be regarded above everything else
The client tells the manufacturer what they want and it is up to the manufacturer to use this as a guide (benchmark) for quality
SLIDE 4

15. REQUIRES: Whole company focus on quality (Cleaners to MD’s)
A commitment from every member of staff
Consultation with staff at every level in setting standards
Team work and a feeling of worth among the workforce
Ensuring TQM is a long term concept
Creating a plan for quality
Training employees
Checking and reviewing performance (audits)
Checking for improvement
SLIDE 4

16. INTRODUCING TQM Requires 4 elements: The definition of quality
The commitment of all the workforce
A system in which this quality can be assured
A measure of the ability to meet quality requirements
SLIDE 4

17. A DEFINITION OF QUALITY AT EACH STAGE OF PRODUCTION
Depends on the customer providing detailed requirements eg
Intended usage
Required outcomes
Standards of safety
Efficiency
Quality of the finished product
Cost
SLIDE 4

18. THE COMMITMENT OF THE WORKFORCE
Commitment from the organisation to quality in its mission statement
Definition of staff responsibilities
Drawing up and implementing a “contract” to confirm mutual obligation of supplier and customer
Establishment Quality Circles
of “standard operating procedures” to help ensure consistency eg
Audits
Benchmarking
SLIDE 4

19. OPERATION OF A SYSTEM IN WHICH ESTABLISHED QUALITY CAN BE ASSURED
Defining and specifying products
Checking and monitoring quality at all stages
Keeping records
Establishing a system of review, monitoring and feedback
Appraisals for staff
Target setting
SLIDE 4

20. BEING ABLE TO MEASURE QUALITY
Can be measured both qualitatively or quantitatively
May be made on customer’s perceptions, or on objective measurements – both valid indicators of conformity
SLIDE 4

21. BENCHMARKING
System of quality assurance which uses the best performers in an industry to set standards for others to meet
Compare your own performance to market leaders in the same field
Subjective (personal view) and is usually identified from consumers, industry journals and journalists
SLIDE 4

22. QUALITY CIRCLES
Groups of people that meet regularly within the organisation
Identify, discuss and resolve problems in the production process
Should include people from the shop floor to senior managers
SLIDE 4