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The importance of quality - Coggle Diagram
The importance of quality
A measure that compares intended/ expected outcome with the actual outcome
Objective measure based on an output
Delivery on time
Defects per 1000
Targets
Only a part of the outcome
Whose perception of quality is important?
Manufacturer?
Supplier?
Customer?
Final consumer
Important because it relates to the long term sustainability of the organisation
Cost
of production
of service
Customer satisfaction
Can lead to further purchases
Can optimise productions
reduce delivery cost
whilst maintaining a strong relationship with customers & consumers
Quality issues
late delivery or production
Can effect the relationship with customers & consumers
Can lead to reputation being damaged
faulty goods
Operation costs increase
reworking
stock control
wasted products
planning
resource management
Six Sigma
management approach
improves business processes
reduces probability
defined as: ‘meeting and/or exceeding customers’ expectations’
responsibility of the whole organisation
They focus on ‘looking for improvements at each stage of the process’
Individuals take personal responsibility for delivering
Cost of quality
prevention costs
appraisal costs
internal & external costs of defects
during production
after production
quality assurance
make sure the products or service meets all the criteria given or expected by the customer
quality control
fulfils the technical product or service requirements for quality.
reactive approach
focuses on the manufacturing or delivery end
monitors outputs
to detect issues quickly
reduces poor performance
Quality systems
develop suitable strategies
can be costly
requires expertise
ISO 9000
quality management system
affordable
alternative
EFQM Excellence Model
understands the cause and effect relationships