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Quality improvementReading 11 + audio 9.1 (Techniques (Approaches to be…
Quality improvement
Reading 11 + audio 9.1
Why important
gives long-term viability for businesses
Issues with quality means businesses will suffer
definition
measures the intented or expected outcome with the actual outcome
meeting and/or exceeding customers' expectations
Techniques
Six Sigma
Management approach
to improve business processes
reduces likelihood of error/defect occurs
Approaches to be succesful (customer-focused)
whole organisation needs to managing quality
Internal processes dealt as custumer-supplier processes
focus on looking for improvements at each stage
invidual resposibility for delivering product/service to customer
Cost of quality
appraisal costs
internal costs of defects
external costs of defects
prevention costs
quality systems
ISO 9000
managemetn system
can be tailored to any business
popular with larger organisations
EFQM Excellence Model
helps understanding the cause & effect relationship between what organisation does & result it achieves
Deliver quality
customers
consider quality from perspective of customers
customers needs
business
equates business performance with perception of customers
quality assurance and control
quality assurance
ensures finished product/service meets customers expectation
quality control
ensures requirement for technical prodict/service are fulfilled