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TUTORIAL 2 - Coggle Diagram
TUTORIAL 2
DESCRIBE 5 KEY ELEMENTS OF TOTAL QUALITY
Strategic based
A process an organization uses to prioritize and focus the efforts of the company
Customer focus enhancing
Customer satisfaction and building strong customer relationship
Scientific approach
Involves making decisions based on data, looking for foot cause of problems and seeking permanent solutions
Preventing rather than detecting defects
Prevention or early detection in order to make product with zero or minimal defects and quality improvement
Continuous improvement
Comprises of a continuous process of improvement covering people, equipment, suppliers, materials and procedures
DESCRIBE THE DIFFERENCES BETWEEN TRADISIONAL VIEWS AND MODERN VIEWS OF QUALITY
TRADITIONAL VIEWS
How quality is measured
Not involving scientific approach
Using common sense and their own preferences
Example: small entrepreneur
Could sustain in competitive market
Measure their Quality without using quality management knowledge
Productivity versus Quality
The higher the quantity of product produced, the lower the quality of each product
Get profit as much as possible at lower cost
Example: cheap local cosmetic product
Bad quality and never meet the standard requirement by KKM
How quality is achieved
Tend to look at the quality of product only
Do not care about other part such as customer services and marketing quality
Example: celcom is a good internet provider but poor customer services
Quality as function
Used to have special department
Ensure the quality of organization
Example: IQA under InQKA
Ensuring the quality of UiTM's academic program
MODERN VIEWS
Productivity versus quality
Lasting productivity gains are made only as a result of quality improvments
Organization are able to improve the quality of their product also able to produce more because consumers will continuously buy their product
A planned strategy does not focus only on generating quantity of products
Example: Adabi Consumer Industries. They ensure the quality of their products is improved from time to time
How quality is measured
Using scientific approach
Established high performance benchmarks and monitor yet improve performance foe customer satisfaction
An organization should be able to create new processes continually and adapt to new market situation
Example: UNIQLO began asking customers to fill out post-purchase surveys online
Quality as a function
Quality is fully integrated throughout the organization. it focuses on integrated system approach where any problem about quality is the responsibility of everybody in the organization
The ISO 9001 standard requires systems to be integrated and requires an interaction chart
Business performance must be monitored and communicated continuously
Example: everyone in the Ministry of Health Malaysia has their own responsibility in this pandemic of COVID-19
How quality is achieved
Determined by the product and process design through inspection made using some appropriate and effective control techniques
The basis for inspection is usually a specification, which is called inspection standard
Inspection is made by comparing the quality of the product to the standard
Example: McDonald's takes food safety and the quality of ingredients seriously
DEFINE QUALITY ASSURANCE AND QUALITY CONTROL
Quality Assurance
All the planned and systematic activities implemented within the quality system that can be demonstrated to provide confidence that a product or service will fulfill requirements for quality.
Quality Control
A part of quality management that focused on fulfilling quality requirements.