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Total Quality - Coggle Diagram
Total Quality
customer viewpoint
It means a coincidence between expectation and reality
The mission of every company must be the highest level of satisfaction of its customers and users, which are what allow the company to continue to exist and also grow.
The consumer is the person who buys a product for his personal use or consumption.
Today's consumers are more demanding.
They insist that quality and safety functions are performed appropriately and demand to be heard.
standardization and certification
Standardization is a consensus that balances the possibilities of the producer and the demands or needs of the consumer.
For Buyers
• Allows comparison between different products.
• Facilitates the formation of orders.
• Establishes quality and safety levels of products and services.
• Provides information on product characteristics.
For the country
• Simplify the elaboration of legal texts.
The certification in the procedure by which a product, system or service conforms to the norms, guidelines or recommendations of organizations dedicated to national or international standardization.
• Preparation of general criteria for certification through Certification Committees.
• Follow-up after initial certification.
• Includes the following: evaluation of processes, products, services and facilities through eye inspection, sampling, testing, field research or review and evaluation of quality programs.
From the company's point of view
Quality prospects provide the foundation for strategic advantage; The quality company decides how and when to use this strategy.
Some principles to manage with quality.
Put the customer first
Be aware of quality
• Employee participation: includes mutual development and honesty.
• Be action oriented
• Practice just-in-time production.
• Underline technology.
The application in service companies.
The goal of a good strategy should be to keep current customers and attract potential customers
Quality has been defined as fitness for use, which means that the product or service meets the customer's needs.
The adequacy for use is relative to each client; each person defines quality in relation to his own needs.
In service organizations the quality of design is managed by the joint work of marketing and operations to design the work.
Conformity quality means creating a product that meets specifications.