Introduction to the concept of quality

A good definition of quality is:

Quality is about meeting the needs and expectations of customers

Customers want quality that is appropriate to the price that they are prepared to pay and the level
of competition in the market.

Key aspects of quality for the customer include:

1. Good design looks and style

2. Good functionality works well without break down or bugs

3. Reliable acceptable level of breakdowns or failure

4. Consistency

5. Durable lasts as long as it should

6. Good after sales service- guarantee, availability of spare parts, customer care

7. Value for money- the product worth the price

Quality

Relative Absolute
Quality Quality
Absolute quality deals with making sure that product or service meets predefined specifications.
Relative quality makes sure that a product or service is sufficiently acceptable as perceived by a
customer. Relative quality is defined as the relative customer perception of quality.

Quality Spiral
 Refers to the different steps that influence the quality of a product. These steps include
identification of customers' needs and assessing if these needs have been meet with the
product.

Three basic quality concepts:

1. Comparative sense or degree of excellence, where the product can be ranked using
grade for example hotels are ranked using stars
2. Quantitative sense, as used in manufacturing, product release and for technical
evaluations, sometimes referred to as quality level.
3. Fitness for purpose sense, the ability of the product to meet needs and wants.

Quality Policy
1. Reflects the approach of the company to quality
2. Determined by top management (Managers, owners, directors)
3. Give direction to employees on how to behave
4. Express what the company wish to achieve in terms of quality and what will be
done to achieve it
For example a company may have as quality policy to achieve 95% positive feedback from its
customers so will provide training to employees to better assist customers.

'Quality Management'
1. Is about ensuring that all process and activities are maintaining the desired level of
quality.

2. It includes the determination of a quality policy, creating and implementing quality

planning and assurance, and quality control and quality improvement.

3. It is also referred to as total quality management (TQM).

4. Help a business to design and create a product which the customer actually wants and
desires.
 5. Helps business to reduce waste and level of stocks

6. Ensures increased revenues and higher productivity for the organization.

Quality Control
-is a process through which a business make sure that quality is maintained or improved and
defects are reduced or eliminated.
For example: Quality control can be done by testing product before sales

Quality Assurance
- includes management of the quality of raw materials, assemblies, products and components,
services related to production, and management, production and inspection processes.
For example training staff to do better, establishing minimum requirement for products

Difference between quality assurance and quality control: Quality assurance concentrates
more on the process (training staff) quality control is more on the product (testing)

Quality Plan
-a document that specify quality standards, practices, resources, specifications, and the sequence
of activities relevant to a particular product.
For example for a business the quality plan would include minimum qualification of staff, steps
to follow in production, acceptable level of waste.

Quality System
Is about means how the business is organised, how responsibilities are shared and process
applied for implementing quality management.
ISO
International Organization for Standardization (ISO)

Is an international standard-setting body composed of representatives from various

national standards organizations.

It is the world's largest developer of voluntary international standards and facilitates

world trade by providing common standards between nations.

Cover everything from manufactured products and technology to food safety, agriculture
and healthcare.

Benefits of ISO:

1. Use of the standards aids in the creation of products and services that are safe, reliable
and of good quality.

2. The standards help businesses increase productivity while minimizing errors and waste.

3. By enabling products from different markets to be directly compared, they facilitate

companies in entering new markets and assist in the development of global trade on a fair
basis.

4. The standards also serve to safeguard consumers and the end-users of products and
services, ensuring that certified products conform to the minimum standards set
internationally.

ISO 9000

- is a set of international standards on quality management and quality assurance developed to

help companies effectively document the quality system elements to be implemented to
maintain an efficient quality system.

- They are not specific to any one industry and can be applied to organizations of any size.
 - ISO 9000 can help a company satisfy its customers, meet regulatory requirements, and
achieve continual improvement.

Standardisation
1. is a framework of agreements to which all relevant parties in an industry or organization must
adhere to ensure that all processes associated with the creation of a good or performance of a
service are performed within set guidelines.

2. It ensures that the end product has consistent quality and that any conclusions made are
comparable with all other equivalent items in the same class.

Standard specifications for materials, components and processes form the backbone of any
programme of quality assurance

Principles of Standardisation

1 Standardisation is essentially an act of simplification.

2 Standardisation is a social as well as an economic activity and should be promoted by the mutual
co-operation of all concerned.

3 The publication of a standard is of little value unless it can be implemented.

4 The action to be taken in establishing standards is essentially on selection followed by fixing.

5 Standards should be reviewed at regular intervals and revised as necessary.

Aims of Standardisation

1 Simplify procedures.

2 Standards as a means of communication (same for everyone)

3 Safety, health and the protection of life.

4 Protection of consumer and community interests

5 Elimination barriers to entry

Standardisation as a Tool of Management

Standardisation in Design. Products are constantly changing as successive improvements are

incorporated: this involves close liaison with research and development teams in order to include
new materials and processes as soon as they are available.

Standardisation in Production. Economy of scale implies that more articles made to a given
pattern, the less the unit cost and the simpler the task of management.
 Standardisation in Purchasing. Nearly all companies buy out much of the materials,
components or finished goods they require and the existence of recognised standards enables
such items to be bought with the knowledge that they will perform adequately.

Standardisation in Administration and Accounting. Variety reduction arising from

standardisation greatly reduces the amount and hence the costs of administration.

Types of Standard

Three main types of standard may be identified:

1 Measurement Standards: To ensure consistency of measurement. In the United Kingdom

the National Physical Laboratory (NPL) has responsibility for maintaining all those reference
measurement instruments against which units of measurement are defined.

2 System Standards: Include process standards for building, installation, using and maintaining
particular equipment.

3 Product Specification Standards: The most extensive category.

Two classes may be identified.

a Dimensional Standards
Standardise purely physical characteristics such as length, weight, colour, power.
Essential to interchangeability in manufacture.

b Functional Standards
These deal with fitness for purpose and may include requirements as to
performance, testing, quality etc.