1

IBC – Quality – QA, QC, QM, BSI, ISO, TQM, DCM,

MFI……(special thanks to Geoff

Leese)

2

From people to quality

HR is a responsibility now devolved throughout the organisation’s line managers, with a core staff of specialist advisers (last lecture)

Responsibility for quality is also now seen as devolved, throughout the organisation itself, with a core staff of specialists who assure quality by their liaison through the workplace

3

The Future

In the future there will be two kinds of company -

Those who have implemented Total Quality and those who have gone out of business.

You do not have to do this - survival is not compulsory

W Edwards Deming

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Definitions of Quality

Innate excellence

Error free

Fit for purpose

Measurable to standards

Value

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Quality Characteristics

Characteristics or Factors functionappearance reliabilitydurability recoverycontact

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Investment Cost of Quality

people skills training

plant fit for purpose

process fit for purpose resources fit for purpose resources for rework

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External ‘Cost’ of Quality

Customers and their perceptions

Returns and handlingReworkReplace

Reputation Customer chain Value for money

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Controlling Quality

Measuring performance Interpreting the evidence

Finding the cause of problems Improving performance

Presenting the information Whose responsibility? Taking action

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Assuring Quality

Process design Handling statistics Beyond direct

manufacturing/service provision

Quality cultures Customer in view

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Managing Quality

Modern methods Whose responsibility Quality Culture? TQM Quality Circles Zero Defects

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Quality Standards

What is relevant to your operation? International standards BS EN ISO 9000

1 Guidelines (TickIT) etc

ISO 9004 1 system elements 2 service 3 processed materials etc

BS 4778 defines terms used How necessary?

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Total Quality Management

Systematic method to ensure all activity is as planned, meeting customer requirements Quality Control belongs to all all empowered to take action internal customer concept zero defects monitoring of procedures team work, sharing ideas

Total management involvement

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Reading

Bott section 2.3.5 Clifton section 9.12

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Tutorial Tasks

How might one assess the quality of a sandwich?

Consider what is meant by “quality”how one might measure these thingshow those measurements might be

“judged”what control measures might be taken?