Quality Control

Quality
Quality is about meeting the minimum standard required to satisfy

customer needs.
Table of Contents
 Customer service – how prompt is delivery?

 Physical appearance – they may want a certain style and
colour
 Reliability and durability – will it last for 10 years?
 Special features – does it have a satellite navigation system?
 Suitability – can it seat six people comfortably?
 Repairs – how much does it cost to maintain the car?
Quality Control
Quality control – where finished products are checked by inspectors to
see if they meet the set standard.
Quality assurance
Quality assurance – where quality is built into the production process.
For example, all staff check all items at all stages of the production
process for faults. In this way everyone takes responsibility for delivering
quality. Introducing quality assurance requires Total Quality
Management (TQM), in which managers try to bring about a change in
business culture, convincing employees to care about how products are
being made and to do their part to ensure standards are met.
TQM is designed to prevent errors, such as poor quality products, from

ever happening. What are the features of TQM?
 Quality chains: Every worker in a business is like a link in a

chain and every worker is both a customer and a supplier.
This is because a worker on a production line will only receive
(as a customer) and pass on (as a supplier) semi-finished work
if it has reached specified quality standards.
 This avoids faulty products ever being made. The chain also
includes customers and suppliers outside the business.
 Everyone is involved: Every department, activity and
worker is organised to take into account quality at all times.
TQM must start from the top with the chairperson and spread
throughout the business to every employee.
 Quality audits: Statistical data is used to monitor quality
standards. These checks or audits aim to reduce variation,
which is the cause of most quality problems. Variations in
products, delivery times, materials and worker performance
often occur. Such variations can be easily identified if
statistical data is used.
 Teamwork: TQM stresses that teamwork is the most effective
way of solving problems. This is because teams have more
skills, knowledge and experience than a single person.
 Customer focused: Firms using TQM are committed to their
customers. They respond to changes in people’s needs and
expectations.
 Zero defects: Many quality systems have a zero defect
policy. This aims to ensure that every product that is
manufactured is free from defects.
Benefits to businesses of ISO 9000 certification
 Examines and improves systems, methods and procedures to

lower costs.
 Motivates staff and encourages them to get things right first
time.
 Defines key roles, responsibilities and authorities in a
business.
 Ensures orders are consistently delivered on time.
 Highlights product or design problems and develops
improvements.
 Records and investigates all quality failure and customer
complaints.
 Shows customers that they are taking measures to improve
quality.
 Helps to identify staff training needs.
Advantages and Disadvantages of TQM
Advantages Disadvantages
High training and

Focus is on customer needsQuality
implementation costsWill
improved in all aspects of
only work if everyone is
businessWaste and inefficiencies
committedMay be
removedHelps develop ways of
bureaucratic (lots of
measuring performanceImproves
documents)Focus is on
communication and problem solving
processes not product
Quality Standards
Businesses can earn a reputation for quality by following the code of

practice or gaining quality awards. Recognition for quality in business may
be awarded by a number of organizations, One Important example is the
British Standards Institution(BSI).
Quality and Competitive Advantage
Businesses that produce high-quality products may gain a competitive
edge in the market. Some businesses have a reputation for producing
high-quality products all over the world. For example, it might be argued
that the following businesses are recognised for the quality of their
products globally.
 Prada – an Italian luxury fashion house specialising in leather

handbags, travel accessories, shoes, eyewear and perfumes.
 Versace – an Italian fashion company making and selling a
wide range of clothing and fashion accessories for men and
women.
 Rolls Royce – a manufacturer of jet engines but possibly
more famous for its Rolls Royce luxury cars.
 Rolex – famous for its high-quality luxury wristwatches.
 Lego – a global supplier of toys made famous by its large
plastic building bricks.
Quality can be important to both large and small businesses. If any

business can develop and produce high quality products, this could serve
as a unique selling point (USP). This will help give the business a
competitive edge in the market. Also, people are often prepared to pay
higher prices for quality products so profit margins can be increased.
Developing a reputation for quality and gaining a competitive edge in a

market may take time. A business needs to understand how customers
view quality in their market and adopt strategies to meet or beat
customer expectations. This might mean adopting TQM, buying better
quality resources, employing more skilled and experienced staff and
implementing an effective marketing strategy. However, the effort and
cost may well be worth it.
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Quality

Quality is about meeting the minimum standard required to satisfy

 Customer service – how prompt is delivery?

TQM is designed to prevent errors, such as poor quality products, from

 Quality chains: Every worker in a business is like a link in a

Benefits to businesses of ISO 9000 certification

 Examines and improves systems, methods and procedures to

Advantages and Disadvantages of TQM

High training and

Businesses can earn a reputation for quality by following the code of

 Prada – an Italian luxury fashion house specialising in leather

Quality can be important to both large and small businesses. If any

Developing a reputation for quality and gaining a competitive edge in a

Still got a question? Leave a comment

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