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Lesson 8 the management of quality


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Lesson 8 the management of quality

  1. 1. Lesson 8 - The management of Quality
  2. 2. Explain supply chain management. Question from last lesson Suggested solution ! Explanation should refer to the link between operations and suppliers [1 mark],
 so materials are delivered on time and at the right price [1 mark].
  3. 3. The story so far………. Operations function Business Objectives Does this by transforming inputs into outputs Efficiently To gain competitiveness Facilities layoutIncreased productivity Quality
  4. 4. • Outline the main features of quality management. • Explain why quality control is important to organisations. • In what ways can organisations offer quality assurance to customers? • Explain what is meant by total quality management. • Outline the three approaches that make up total quality management. What you need to know and be able to do
  5. 5. Think of a product or service your have purchased recently What were your expectations of the product or service?
  6. 6. The Management of Quality Quality refers to the degree of excellence of goods and services and their fitness for a stated purpose
  7. 7. Large organisations use quality management to make sure that their products meet customer expectations.Three quality strategies are quality control, quality assurance and total quality management (including employee empowerment, continuous improvement and improved customer focus).
  8. 8. Quality control is a system of ensuring proper standards are met through checking processes (how things are done), and products and services Quality control methods include: - Inspection of a product, usually at random, to ensure it meets the standards required - Statistical quality control by: 1. taking samples of work 2. measuring the quality in the samples 3. determining whether the results are acceptable 4. taking measures to correct this if results are unacceptable
  9. 9. The Six Sigma program is a method of quality control that requires no more than 3.4 defects per million units of goods produced or services delivered; i.e a perfection rate of 99.9997% Six Sigma works by: - Identifying and removing causes of defects - helping organisations produce products and services better, faster and more cheaply
  10. 10. Quality assurance (QA) Quality assurance is an organised approach to ensuring the activities of the business are geared towards producing products or services that fulfill customer expectations QA involves both internal and external assessment of quality established by specific standards These specified standards may be internationally recognised or developed specifically for an industry Internationaly recognised quality standards are maintained by the International Organisation for Standardization (ISO) in switzerland To be granted certification in ISO 9001, an organisation must meet strict quality standards
  11. 11. The QA approach is an advance on the quality control approach because QA attempts to have in place a whole operations system that continually improves processes, and includes regular internal and external audits that in many cases eliminate the need for inspection.
  12. 12. Total quality management (TQM) takes a broader—and more ‘total’—view of quality compared to quality control and quality assurance. In fact, theTQM approach includes quality assurance, which in turn includes quality control as illustrated in the diagram.
  13. 13. Total Quality Management (TQM) Customer focus: External customers (buyers of the final product) are an obvious focus in business. ButTQM offers a further valuable insight—all employees serve a customer.Whether or not they have any contact with external customers, every employee in an organisation works right next to other customers.These are internal customers. Employee participation: TQM sees everyone in the process as members of a big team guiding the quality process.Teamwork should be encouraged at all levels of the organisation; teams are expected to achieve better performance than individuals working alone. TQM involves adopting an organisational-wide commitment to quality: Continuous improvement - Involves an on-going commitment to achieving perfection
  14. 14. Exit Question Suggested solution ! Definition should refer to an organisation continually evaluating their procedures and implementing changes to increase efficiency or quality or to reduce faults [1 mark]. ! Example should relate to continuous improvement [1 mark].
 For example, a car manufacturer would always review the design and construction of their cars to improve performance and customer satisfaction and avoid waste.