Revision Notes

Control: quality

  1. Any system of control sets standards, measures deviations from standards and then takes corrective action. The situation is the monitored.
  2. The aim is to prevent (problems); detect (problems if they do occur); correct (these problems before they reach eh customer) and improve (quality as an ongoing process sot maximise customer satisfaction). Then to prevent (mistakes happening again).
  3. Under Kaizen, the operator becomes his own quality inspector. This reduces staff needs and motivates, as the operator will now be responsible for his own level of quality.
  4. Often a trade-off between quality standards and costs. With quality inspections the higher the sample the higher the reliability and thus the quality but the greater the costs in terms of slower production, man-hours and materials investigate and possibly destroyed. The aim is 'right first time'.
  5. Higher quality may also mean slower production levels, better-trained staff and better quality materials. Will the customer notice?
  6. Benchmarking: this is a measurement of the firms performance in terms of quality, output, profits, sales revenue etc against other firms in the same industry with similar products and business objectives.
  7. Quality standards: ISO 9000. Procedurally based. Firms must have a quality manual and quality management systems must be continually evaluated and improved.
  8. TQM = Total Quality Management. Quality begins with design and then the supplier. Suppliers are evaluated (Supplier Quality Assurance) and the emphasis on quality may take precedence over costs in any system of vendor rating (supplier evaluation prior to placing an order). TQM permeates throughout the business from design, suppliers tot eh work of all staff (including administration).
  9. Quality circles are also used where representatives from departments meet regularly to discuss quality. If there is problem the correct department is there e.g. if the quality problem is owing to old machinery then Finance can investigate costs while working with prioduction. Perhaps new training (Personnel) will be needed? How does this quality defect affect sales (marketing) and ho desperate are the remedies needed?
  10. 'Quality' is not just about the product but also about the process and the parties involved in the process e.g. Staff, machinery (maintenance) and organisation.
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