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Higher NationalHigher National

Diploma InDiploma InBusinessBusinessQuality Management In BusinessQuality Management In Business

Week 2Week 2

Understanding Quality InspectionUnderstanding Quality Inspectionand Quality assuranceand Quality assurance

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Starter:Starter:What do you defne asWhat do you defne as

quality?quality? Class discussion and support Q/AClass discussion and support Q/A

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3 Aspects to uality3 Aspects to uality

1.1. QualityQuality

2.2. Quality ControlQuality Control

.. Quality AssuranceQuality Assurance

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What is uality?What is uality?

Quality is a!out satis"yingQuality is a!out satis"ying

customers# needs andcustomers# needs and

e$pectations.e$pectations.

Quality is %&tness "orQuality is %&tness "orpurpose#purpose#

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Why is uality aWhy is uality a

!oncern?!oncern? 'i(es competiti(e ad(antage'i(es competiti(e ad(antage )ncourages return purc*ases)ncourages return purc*ases

+ro(ides customer ,it* in"ormation and+ro(ides customer ,it* in"ormation and

!uilds consumer con&dence in t*e !rand!uilds consumer con&dence in t*e !rand -educes costs incurred in sol(ing post-educes costs incurred in sol(ing post

sales pro!lemssales pro!lems

elps impro(e eiciencyelps impro(e eiciency

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Quality System

Quality

Assurance

Quality Control

"lements In uality"lements In uality

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#he uality $anagement System#he uality $anagement System% Defnition% Defnition

0*e Quality Management ystem is0*e Quality Management ystem is

t*e organisation structuret*e organisation structure

responsi!ilities acti(ities resourcesresponsi!ilities acti(ities resources

and e(ents t*at toget*er pro(ideand e(ents t*at toget*er pro(ideorganised processes and tec*ni3uesorganised processes and tec*ni3ues

o" implementation to ensure t*eo" implementation to ensure t*e

capa!ility o" t*e organisation tocapa!ility o" t*e organisation tomeet 3uality re3uirements.meet 3uality re3uirements.

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Quality Management ystemQuality Management ystem

&eneral 'equirements&eneral 'equirements

Identi"y t*e processes needed "orIdenti"y t*e processes needed "or

t*e Quality Management ystem.t*e Quality Management ystem.

4etermine t*e se3uence and4etermine t*e se3uence and

interaction o" t*ese processes.interaction o" t*ese processes.

4etermine criteria and met*ods4etermine criteria and met*ods

needed to ensure t*at !ot* t*eneeded to ensure t*at !ot* t*e

operation and control o" t*eseoperation and control o" t*ese

processes are eecti(e.processes are eecti(e.

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Quality Management ystem Cont#dQuality Management ystem Cont#d

)nsure t*e a(aila!ility o" resources)nsure t*e a(aila!ility o" resourcesand in"ormation necessary toand in"ormation necessary tosupport t*e operation andsupport t*e operation and

monitoring o" t*ese processes.monitoring o" t*ese processes. Monitor measure and analyseMonitor measure and analyset*ese processes.t*ese processes.

Implement actions necessary toImplement actions necessary to

ac*ie(e planned results andac*ie(e planned results andcontinual impro(ement o" t*esecontinual impro(ement o" t*eseprocesses.processes.

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5e$t teps5e$t teps

Identi"y teamIdenti"y team 6rganisational c*arts6rganisational c*arts

Appoint responsi!le personAppoint responsi!le person

7o! descriptions7o! descriptions

+rocess 8o,s+rocess 8o,s

W*at *a(e ,e alreadyW*at *a(e ,e already Identi"y gapsIdenti"y gaps

Appoint 3uality personAppoint 3uality person

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What Is uality !ontrolWhat Is uality !ontrol

+rocess o" identi"ying "aults and errors to+rocess o" identi"ying "aults and errors to

eliminate t*em.eliminate t*em.

0*e responsi!ility o" e(ery mem!er o" t*e0*e responsi!ility o" e(ery mem!er o" t*e

,ork"orce "or t*e 3uality o" products and,ork"orce "or t*e 3uality o" products andser(ices pro(ided !y t*e !usiness.ser(ices pro(ided !y t*e !usiness.

)mp*asis on reducing de"ects etc.)mp*asis on reducing de"ects etc.

!e"ore it gets to t*e &nal stage o"!e"ore it gets to t*e &nal stage o"production and certainly to t*eproduction and certainly to t*e

consumer.consumer.

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uality !ontroluality !ontrol

+rocess t*at tracks t*e a!ility o"+rocess t*at tracks t*e a!ility o"

reagents instrumentation andreagents instrumentation and

personnel to o!tain an accurate resultpersonnel to o!tain an accurate result

o, many controlso, many controls

o, o"teno, o"ten

Minimum re3uirements "or ,ai(edMinimum re3uirements "or ,ai(ed

teststests are t*e manu"acturer#sare t*e manu"acturer#srecommendations in t*e package insertrecommendations in t*e package insert

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What is the goal o( !?What is the goal o( !?

0o detect0o detectI'5I9ICA50 errorsI'5I9ICA50 errors

rapidlyrapidly

-eport out good results-eport out good results

in a timely mannerin a timely manner Be cost eecti(e andBe cost eecti(e and

simple to usesimple to use

I" t*ere is an errorI" t*ere is an error

identi"y t*e source o"identi"y t*e source o"

t*e errort*e error

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Quality AssuranceQuality Assurance

0*e process ,*ere!y 3uality is at t*e0*e process ,*ere!y 3uality is at t*e

"ore"ront o" e(ery stage o" t*e"ore"ront o" e(ery stage o" t*e

de(elopment design marketingde(elopment design marketing

manu"acturing and selling process.manu"acturing and selling process.

Management and assessmentManagement and assessment

procedures t*at are adopted toprocedures t*at are adopted tomonitor per"ormance and tomonitor per"ormance and to

ensure or to impro(e t*eensure or to impro(e t*e

ac*ie(ement o" speci&ed 3uality.ac*ie(ement o" speci&ed 3uality.

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uality Assuranceuality Assurance

etting standardsetting standards

Applying t*e standards across aApplying t*e standards across a

!usiness# acti(ities!usiness# acti(ities

'uaranteeing t*at t*ese standards'uaranteeing t*at t*ese standards

,ill !e met,ill !e met

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)urpose o( uality)urpose o( uality

AssuranceAssurance 9ocuses more on pre(ention rat*er9ocuses more on pre(ention rat*ert*an inspection.t*an inspection.

)mployees c*ecking t*eir o,n ,ork)mployees c*ecking t*eir o,n ,ork

: el" c*ecking: el" c*ecking

)mployees *eld responsi!le "or t*eir)mployees *eld responsi!le "or t*eiro,n ,ork.o,n ,ork.

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What are the *enefts o(What are the *enefts o(quality assurance+control?quality assurance+control?

Customer con&denceCustomer con&dence

-eputation-eputation

Cost : return to !aseCost : return to !ase

Moti(ation o" employeesMoti(ation o" employees +ricing+ricing

Warranty on costsWarranty on costs

Customer loyalty and repeat purc*asing.Customer loyalty and repeat purc*asing.

Any disad(antages;Any disad(antages;

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uality Accreditationuality Accreditation

AccreditationAccreditationis a process in ,*ic*is a process in ,*ic*certi&cation o" competency aut*ority orcerti&cation o" competency aut*ority orcredi!ility is presented.credi!ility is presented.:Accreditation is a series o" auditing andAccreditation is a series o" auditing and

e(aluating procedures and criteria aiming ate(aluating procedures and criteria aiming atguaranteeing minimum 3uality re3uirementsguaranteeing minimum 3uality re3uirements

0*e0*e accreditationaccreditationprocess ensures t*atprocess ensures t*at

t*eir certi&cation practices aret*eir certi&cation practices areaccepta!le typically meaning t*at t*eyaccepta!le typically meaning t*at t*eyare competent to test and certi"y t*irdare competent to test and certi"y t*irdparties !e*a(e et*ically and employparties !e*a(e et*ically and employ

suita!le..suita!le..

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Bene&ts o" Accreditation/Bene&ts o" Accreditation/

Aut*orisationAut*orisation

It pro(ides assurance to t*e ser(ice usersIt pro(ides assurance to t*e ser(ice userst*at t*eir re3uirements ,ill !e met.t*at t*eir re3uirements ,ill !e met.

It allo,s management to communicateIt allo,s management to communicateorganisational 3uality o!

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Bene&ts o" Accreditation/Bene&ts o" Accreditation/

Aut*orisation Cont#dAut*orisation Cont#d

It allo,s t*e organisation toIt allo,s t*e organisation to!enc*mark itsel" against similar!enc*mark itsel" against similar

organisations.organisations.

Accreditation pro(ides e(idence toAccreditation pro(ides e(idence toe$ternal parties t*at t*ee$ternal parties t*at t*e

organisation *as reac*ed t*eorganisation *as reac*ed t*e

standard re3uired to carry outstandard re3uired to carry outprescri!ed "unctions.prescri!ed "unctions.

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Di,erence *et-een ualityDi,erence *et-een ualityAccreditation and ualityAccreditation and uality

SystemSystem uality Assuranceuality Assurance A planned and systematic set o(A planned and systematic set o(

acti.ities necessary to pro.ideacti.ities necessary to pro.ideadequate confdence thatadequate confdence thatrequirements are properly arerequirements are properly are

properly esta*lished andproperly esta*lished andproducts or ser.ices con(orm toproducts or ser.ices con(orm tospecifc requirementsspecifc requirements

An acti.ity that esta*lishes andAn acti.ity that esta*lishes ande.aluate the processes toe.aluate the processes toproduce productsproduce products

Help esta*lish processHelp esta*lish process

Sets up measurementsSets up measurementsprogramme to e.aluateprogramme to e.aluateprocessesprocesses

uality Systemuality System #he process *y -hich#he process *y -hich

product quality is compareproduct quality is compare-ith applica*le standards-ith applica*le standardsand actions ta/en -hen non%and actions ta/en -hen non%con(ormance is detectedcon(ormance is detected

Acti.ity -hich .erifes i( theActi.ity -hich .erifes i( theproduct meets pre%defnedproduct meets pre%defnedstandardsstandards

Implement the processImplement the process

0erifes i( specifc attri*ute0erifes i( specifc attri*ute1s2 are in a product or1s2 are in a product orser.iceser.ice

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uality Inspectionuality Inspection

)nsuring t*at !ot* t*e 3uality)nsuring t*at !ot* t*e 3uality

assurance and control systems areassurance and control systems are

"ollo,ed and t*at t*e product or"ollo,ed and t*at t*e product or

ser(ice output con"orm ,it*ser(ice output con"orm ,it*re3uired standards.re3uired standards.

B di h i*l (B di th t i*l (

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Bodies that are responsi*le (orBodies that are responsi*le (or

"nsuring uality"nsuring uality

In products and Ser.icesIn products and Ser.ices

"ternal Agency 'egulation"ternal Agency 'egulation IS4IS4: International 6rganisation "or: International 6rganisation "or

tandardisation : ensure compati!ilitytandardisation : ensure compati!ility

3uality and con"ormity. I6 =>>> and3uality and con"ormity. I6 =>>> and

I6 1?>>> set standards on 3uality andI6 1?>>> set standards on 3uality andt*e en(ironment.t*e en(ironment.

!onsumers Association!onsumers Association: produces: produces

t*e maga@ine %W*ic*# and pro(idest*e maga@ine %W*ic*# and pro(ides

sur(eys to in"orm consumers a!outsur(eys to in"orm consumers a!out3uality and (alue "or money o"3uality and (alue "or money o"

competing products.competing products.

British Standards Institution 1BSI2British Standards Institution 1BSI2::

0*e itemark and t*e C) mark are !ot*0*e itemark and t*e C) mark are !ot*im ortant standards o" ualit . 0*e C)im ortant standards o" ualit . 0*e C)

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"ternal Agency"ternal Agency

'egulation'egulation #rade Associations#rade Associations 4ra, up codes o" 4ra, up codes o"practice "or its mem!ers to ad*ere to :practice "or its mem!ers to ad*ere to :mem!ers*ip o" suc* an association is anmem!ers*ip o" suc* an association is anindication o" 3uality. e.g. Corgi gasindication o" 3uality. e.g. Corgi gassuppliers Britis* o"t 4rinks Associationsuppliers Britis* o"t 4rinks Association5ational 9ederation o" Builders etc.5ational 9ederation o" Builders etc.

Health and Sa(ety "ecuti.eHealth and Sa(ety "ecuti.e::

-esponsi!le "or *ealt* and sa"ety in t*e-esponsi!le "or *ealt* and sa"ety in t*e,orkplace.,orkplace.

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#otal uality $anagement#otal uality $anagement1#$21#$2

0QM is a management approac*0QM is a management approac*

,*ic* seeks to in(ol(e all,*ic* seeks to in(ol(e all

employees in t*e process o"employees in t*e process o"impro(ing 3uality.impro(ing 3uality.

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#$ 1#otal uality#$ 1#otal uality

$anagement2$anagement2 5ame gi(en to 3uality control5ame gi(en to 3uality control

5eatures o( #$:5eatures o( #$:

: uality !irclesuality !ircles: meetings o" rele(ant ,orkers to: meetings o" rele(ant ,orkers to

discuss issues relating to maintenance anddiscuss issues relating to maintenance andimpro(ement o" 3uality in t*e !usiness : may alsoimpro(ement o" 3uality in t*e !usiness : may also

dou!le as a "orm o" empo,erment and moti(ation.dou!le as a "orm o" empo,erment and moti(ation.

: Statistical )rocess !ontrolStatistical )rocess !ontrol: statistical data: statistical data

generated to in"orm t*e e(aluation o" processesgenerated to in"orm t*e e(aluation o" processes,it*in t*e !usiness.,it*in t*e !usiness.

: 6ero de(ects6ero de(ects: systems in place to ensure t*at no: systems in place to ensure t*at no

product lea(es t*e !usiness ,it* a de"ect :product lea(es t*e !usiness ,it* a de"ect :

important in !uilding supplier relations*ips imageimportant in !uilding supplier relations*ips imagere utation.re utation.

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National and InternationalNational and International

StandardsStandards

Bodies t*at e$ist to promote 3ualityBodies t*at e$ist to promote 3uality

International tandards 6rganisation DI6EInternational tandards 6rganisation DI6E

issues glo!al standards including I6 =>>>issues glo!al standards including I6 =>>> Britis* tandards Institution DBIE sets 3ualityBritis* tandards Institution DBIE sets 3uality

standards "or Britis* industrystandards "or Britis* industry

Britis* 0oy and o!!y Association D"or e$ampleBritis* 0oy and o!!y Association D"or e$ample

co(ering a trade or set o" marketsEco(ering a trade or set o" marketsE

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IS4 7888 BeneftsIS4 7888 Benefts

Businesses can !ase t*eir acti(ities DproductsBusinesses can !ase t*eir acti(ities Dproducts

and ser(ices oeredE on re3uirements t*at areand ser(ices oeredE on re3uirements t*at are

accepted ,idely across t*e glo!eaccepted ,idely across t*e glo!e

As t*ese standards *a(e a ,orld,ide acceptanceAs t*ese standards *a(e a ,orld,ide acceptance

consumers are ser(ed ,it* an increasingly ,ideconsumers are ser(ed ,it* an increasingly ,ide

c*oice o" products and ser(icesc*oice o" products and ser(ices

0ec*nology !ecomes compati!le across most0ec*nology !ecomes compati!le across most

!usiness organisations!usiness organisations

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IS4 7888 BeneftsIS4 7888 Benefts

A ,ider c*oice o" suppliers meeting I6A ,ider c*oice o" suppliers meeting I6

tandards means greater competition ,*ic*tandards means greater competition ,*ic*

!ene&ts consumers!ene&ts consumers

'reater understanding o" ,*at#s re3uired to'reater understanding o" ,*at#s re3uired tocompete glo!ally gi(es de(eloping countriescompete glo!ally gi(es de(eloping countries

t*e in"ormation t*ey need to decide ,*at tot*e in"ormation t*ey need to decide ,*at to

produceproduce

We all !ene&t "rom ,ider use o" internationalWe all !ene&t "rom ,ider use o" internationalstandards as t*e transport systems mac*inesstandards as t*e transport systems mac*ines

and tools ,e use D"or e$ampleE !ecome sa"erand tools ,e use D"or e$ampleE !ecome sa"er

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Summary o( IS4 7888 BeneftsSummary o( IS4 7888 Benefts

Controls 3ualityControls 3uality

a(es moneya(es money

Makes "or satis&ed customersMakes "or satis&ed customers Is ,idely used glo!allyIs ,idely used glo!ally

All types o" organisationAll types o" organisationco(eredco(ered

All sectors and marketsAll sectors and marketsincludedincluded

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