The document discusses quality management at All Natural Botanicals (ANB), outlining its purpose, relevance, and current and future quality control (QC) states. It emphasizes the importance of understanding customer needs, managing processes, and aligning quality efforts with company goals to minimize costs and achieve zero defects. Additionally, it highlights the role of a QC committee in overseeing quality functions and its importance in fostering improvement within the organization.

1. Quality Management at
All Natural Botanicals
Vincent Li
7/4/2012

2. Purpose and relevance
• Purpose: To introduce concepts and discuss
the purpose and goals of QC at ANB.
• Relevance:
– Quality function is essential to ANB’s sustained
success.
– Everybody can contribute and help to improve
processes.

3. Agenda
• What is quality?
• Cost of Quality and trade-offs
• VOC and CTQ
• The current state of QC at ANB
• The future state of QC at ANB
• How to fill the gap and where to start?

4. QC at ANB
• Raisy mist
• Michaels with wrong label
• Samples with wrong fragrance
• Fragrance oil bottles with coating
• Caps with leakage
• Labels with wrong printing
• And many more…

5. What is Quality?
• What is quality? Who defines quality?
– External view: customer expectations
– Internal view: conformance of specifications
• Quality Control vs. Quality Assurance
• Detection vs. Prevention
• Quality Management System
– Defining the structure, responsibilities,
procedures, processes and resources for
implementing and coordinating the QMS.

6. Cost of Quality
• Conformance Costs
– Prevention Costs
– Appraisal/Detection Costs
• Non-conformance Costs
– Internal failure costs
– External failure costs

7. Cost of Quality

8. Trade-Offs, QM and failure costs
• The ultimate goal is to achieve zero defects
while incurring minimal costs of quality
• Trade-off between Conformance and Non-
conformance Costs

9. Total Cost of Quality

10. Focus on customers

11. Voice of Customer (VOC)
• Definition: Collection of information representing
customer needs and current satisfaction levels
• Purpose
– Details customer interests
– Creates basic understanding of where gaps exist
between expectations and delivery
– Engages customers and process owners in change
process
– Opens project team up to possible issues and
solutions

12. Critical To Quality (CTQ)
• Specific to each customer group
• Describe a customer need in specific and
measurable details and requirements
• Include a need, definition, target, and
specification limits
• Are translated from collection of Voice of the
Customer (VOC) information

13. Supplier communications
• If suppliers are to meet requirements, they
must know and understand them.
• Requirements should be clearly spelled out in
writing, as well as communicated and
reinforced by other means.

14. A QMS should
• Focus on customers
• Focus on process management
• Be data and facts driven
• Focus on improvement
• Align with the company goal and strategy

15. QC committee
• Who and why?

16. Purpose of QC committee
• The role of the quality function may include:
– Quality Control
– Quality Assurance
– Quality Management System
– Inspection
– Training
– Auditing
– Initiate and participate on problem-solving teams
– Supplier quality
– Product design

17. Purpose of committee
• The quality function is not:
– A prevention squad
– Oriented toward defect detection
– A screen or barrier to protect the customer from
problems and defects
– Just one more task among many

18. Goals of committee
• Short term goals vs. long term goals
• Small q vs. Big Q
• Sub-optimization vs. company optimization

19. What’s the next step?