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The importance of quality (What is quality (Objective measure based on an…
The importance of quality
What is quality
Objective measure based on an output
Right first time, delivery on time,
A measure that compares the intended outcome with the actual outcome
Subjective: appearance / taste / feelings of support and well treated
Targets for quality: Waiting time / A&E Departments (only give a part of the picture)
Who's perception is important? Manufacturer / supplier / Customer or final Consumer (combination of all)
Quality is important because it relates directly to the sustainability of an organisation
Quality & Business Sustainability
Six Sigma:
management approach to improving business processes by reducing the
probability an error or defect will occur
Any organisation that has ongoing issues, will suffer in lots of ways.
Quality Management
Consider quality from the perspective of the customer
Measure quality that equates performance with customer perception.
Managing quality is the responsibility of the whole organisation
Internal processes are dealt with as customer-supplier processes
They focus on ‘looking for improvements at each stage of the process’
Individuals take personal responsibility for delivering products or
services to the customers
Cost of Quality
appraisal costs
– establishing and measuring the level of quality achieved in products or services
internal costs of defects
– the cost of dealing with defects when found during production
prevention costs
– making sure errors do not happen
The effort required to correct errors and deal with poor customer experience exceeds the effort required in performing the task correctly the first time.
external costs of defects
– the cost of dealing with adefect that reaches the customer (in some organisations customers can be internal as well).
Quality assurance and quality control
Spans all elements of delivering a product or service, including design, marketing, finance, operations and human resources,
Quality assurance is about making sure the different systems work together correctly so that quality issues do not happen.
Quality assurance (QA) covers all the elements needed to make sure that the finished product or service meets all the criteria given or expected by the customer.
Quality control (QC) covers all the elements needed to fulfil the technical product or service requirements for quality.
Quality control tends to focus on the
manufacturing or delivery end, involves monitoring outputs to detect quality issues asap.
Quality System
Alternatives include the EFQM Excellence Model, which ‘allows people to understand the cause and effect relationships between what their organisation does (the Enablers) and the Results it achieves’
Takes advantage of external expertise and development of the system / gains credibility for its system through external assessment and
verification / can focus on the effective application of the system
ISO 9000 is an internationally recognised quality management system that many organisations employ. Designed, licensed and assured by auditors, the system can be tailored to any operation (ISO, n.d.).
