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Reading 11: The importance of quality - Coggle Diagram
Reading 11: The importance of quality
QUALITY AND BUSINESS SUSTAINABILITY
quality is important because any organisation that has ongoing issues with quality will ultimately suffer in a range of ways
quality issues can lead to reputational damage
'Six Sigma'
failures reduced to the point that 99.99966% of the time failure does not occur
'all results within six standard deviations of the mean are successful'
QUALITY MANAGEMENT
quality is commonly defined as: 'meeting and/or exceeding customers' expectations' (Reeves and Bednar, 1994)
internal processes are dealt with as customer-supplier processes
they focus on 'looking for improvements at each stage of the process' rather than 'not making errors'
individuals take personal responsibility for delivering products or services to customers
managing quality is the responsibility of the whole organisation
COST OF QUALITY
one approach to delivering quality products or services is to aim for perfection
often this is based on financial reasoning
costs associated with quality include:
appraisal costs
internal costs of defects
prevention costs
external costs of defects
QUALITY ASSURANCE AND QUALITY CONTROL
quality assurance (QA) covers all elements needed to make sure the finished product or serviced meets all the criteria given or expected by the customer
finance
operations
marketing
human resources
design
you could consider quality assurance to be a proactive approach to quality
quality control (QC) covers all elements needed to fulfil the technical product or service requirements for quality
involves monitoring outputs to detect quality issues as quickly as possible
you could say that quality control is a reactive approach to quality
manufacturing or delivery end
QUALITY SYSTEMS
developing suitable strategies to deal with quality can be costly and requires expertise
it is common for an organisation to utilise an externally designed and approved quality system