1. Quality Processes & Procedures
Checking quality is an important business process.
In business, quality is a subjective term that typically means that a product or service meets its
end users' expectations. Managing quality includes controlling quality of products or services
under development, assuring the quality of completed products or services as well as continually
improving quality to remain competitive in the global marketplace. Quality processes and
procedures are part of a company's Quality Management System. The International Standards
Organization (ISO) 9001 standard applies to such processes as purchasing, order processing and
preventive action. To be certified, you must define these processes.
1. Quality Assurance
o Quality assurance involves tasks that make sure products and services meet end-
user requirements in a reliable way. By regulating the quality of raw materials in a
efficient infrastructure, you can ensure the end result fulfills its intended purpose
the first time. By defining operational procedures, ensuring employees are
competent--having the skills and experience to accomplish the tasks--and setting
up incentives for producing work that meets or exceeds standards, you establish a
culture in which the staff is motivated to produce quality output.
Quality Control
o Quality control deals with testing to see if output meets established criteria,
typically end-user requirements. Develop quality control processes and
procedures to identify failures that slip through despite quality assurance
measures put in place. You may aspire to have your organization achieve six
sigma levels of quality, meaning that failure is limited to six standard deviations
of the normal distribution. This statistical probability is 3.4 one-millionths, a very
low margin of error. Achieving this lofty goal demands stringent practices.
o
Quality Improvement
o Overall quality improvement processes may cover product, process or human
resources. Depending on your industry, you may institute programs for
manufacturing enhancements, performance improvement, increasing customer
satisfaction or reexamining current business practices. Utilize a Plan-Do-Study-
Act model to solve problems by instituting quality improvement processes in a
systematic way. Planning involves specifying and validating the output
requirements. Next, implement the process to test it. Finally, study the impact the
process has on output and act on observations. By repeating this process, you can
establish an atmosphere of continuous improvement.

2. For example, you may read customer feedback about your website on a daily,
weekly or monthly basis. Categorizing the comments to elicit trends may reveal
common issues. In response, implement processes such as newly documented
troubleshooting procedures to address any shortcomings or capitalize on
opportunities and check them with a small group of your website users. Then,
deploy successful interventions once proven to be effective.
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