1. Year 11 Business Managing Quality
Thursday 12th December
Mr Nicholls

2. Objective
To consider how a business can manage quality.

3. 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.

4. 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!

5. 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!

6. 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.

7. 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.

8. 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.

9. 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.

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

11. 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.