Quality control (QC) ensures that products and services meet customer expectations by establishing standards, measuring quality, and taking corrective actions for deviations. Factors affecting quality include the quality of materials, manpower, machines, and management, leading to increased sales and customer satisfaction. Challenges in service quality, exemplified by issues at Toyota and Ritz-Carlton, highlight the importance of clear guidelines and improved processes to restore reputation and maintain customer loyalty.

1. QUALITY CONTROL
-Pradipta Poudel
BIM VII

2. QUALITY CONTROL (QC): CONCEPT
Quality: Degree of a product or service to meet customers expectation
QC: A system ensuring economical, consistent quality for customers
Main aim is to provide:
dependable,
satisfactory, and
economical products
Purpose:
Assuring that processes are performing in acceptable manner
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3. Quality of Materials
Superior raw materials ensure superior final products
Quality of Manpower
Skilled employees maintain good products/services
Quality of Machines
Good machines ensure consistent quality of output
Quality of Management
Effective management upholds quality of product
4 FACTORS OF QUALITY CONTROL
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4. Establish Standards
Quality criteria and benchmarks must be defined
Measure Quality
Conduct inspections and tests to evaluate the outputs
Deviation Analysis
Analyze variances between standards and actual
output
Corrective Actions
Take necessary measures to correct quality issues
QUALITY CONTROL (PROCESS)
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Establish Standards
Measure Quality
Deviation Analysis
Corrective Actions

5. INCREASED
SALES
REDUCED
CUSTOMERS
COMPLAINTS
MINIMUM
WASTAGES
BETTER
CUSTOMER
SATISFACTION
REDUCED
INSPECTION
COSTS
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ADVANTAGES OF QUALITY CONTROL

6. Toyota
Issue
Some Toyota vehicles experienced unintended acceleration (2010)
Impact
Recall of millions of vehicles worldwide,
Damaged reputation
How Quality Control Improved?
Improved testing procedure for components
New braking system to override unintended acceleration
Transparency in quality control processes
Outcome
Restored reputation
QUALITY CONTROL IN PRODUCT
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7. Challenge
Service quality can't be inspected
before delivery
Measuring tangible services quality
How well a car runs after repairing?
How warm the food is at restaurant?
QUALITY CONTROL IN SERVICE
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Ritz- Carltron Hotel
Issue
Some guests experienced delays in service,
unaddressed complaints
Impact
Negative customer reviews and feedback.
Damaged reputation
How Quality Control Improved?
Clear guidelines were established for all employees
Meetings were conducted to discuss service quality
Outcome
Restored reputation and customer loyalty

8. REFERENCES
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Bajracharya, P., Shrestha, N., Manandhar, B., & Aryal, L. P. (2015). Operations Management
(1st ed.). Kriti Books Publishers and Distributors.
Toyota “Unintended acceleration” has killed 89. (2010, May 26). CBS News.
https://www.cbsnews.com/news/toyota-unintended-acceleration-has-killed-89/
Netizenme, W. T.-. (2024, January 6). Quality at the Ritz-Carlton Hotel company.
Knowledge Netizen. https://netizenme.com/management/ritz-carlton-case/

9. THANKYOU!