The document defines quality as meeting a customer's requirements and expectations. It discusses quality in terms of standards, excellence, reliability, and value. Quality is fulfilling customer needs through continuous improvement, education, and evaluation. Key aspects of quality management systems are identified such as customer focus, leadership, and continual improvement. The document provides examples of a company's quality certifications and inspection results demonstrating its commitment to quality standards.

1. WHAT IS QUALITY?
Food safety, Food security and quality management

2. WHAT IS QUALITY?

3. WHAT IS QUALITY?
• THE STANDARD OF SOMETHING AS MEASURED AGAINST OTHER THINGS.
• THE DEGREE OF EXCELLENCE OF SOMETHING.
• NON-INFERIORITY OR SUPERIORITY OF A PRODUCT OR SERVICE.
• PRODUCTS THAT ARE RELIABLE, SUSTAINABLE AND MAINTAINABLE.
• THE WORD ‘QUALITY’ REPRESENTS THE PROPERTIES OF PRODUCTS OR
SERVICES THAT ARE VALUED BY THE CUSTOMER.
• THIS IS OUR SLOGAN, AND OUR POLICY…. “QUALITY” IS TO SATISFY THE EVER-
CHANGING NEEDS OF OUR CUSTOMERS, VENDORS AND EMPLOYEES, WITH
VALUE ADDED PRODUCTS AND SERVICES EMPHASIZING A CONTINUOUS
COMMITMENT TO SATISFACTION THROUGH AN ON GOING PROCESS OF
EDUCATION, COMMUNICATION, EVALUATION AND CONSTANT IMPROVEMENT.

4. WHAT IS QUALITY?
• QUALITY IS NOTHING MORE OR LESS THAN THE PERCEPTION THE CUSTOMER HAS OF
YOU, YOUR PRODUCTS AND YOUR SERVICES.
• QUALITY IS A PERCEIVED DEGREE OF EXCELLENCE WITH A MINIMUM REQUIREMENT
USUALLY SET BY THE CUSTOMER.
• WHEN SOMETHING IS WHAT YOU EXPECT IT TO BE, THEN IT IS PERCEIVED AS QUALITY.
THUS QUALITY IS A FULFILLMENT OF EXPECTATION.
• ALL THOSE PLANNED AND SYSTEMIC ACTIONS REQUIRED TO PROVIDE ADEQUATE
CONFIDENCE THAT A PRODUCT OR SERVICE WILL SATISFY GIVEN REQUIREMENTS.
• WHEN THE CUSTOMER RETURNS AND THE PRODUCT DOESN’T.
But the official definition as declared by the International Standards Organisation is:
“Quality is the degree to which a commodity meets the
requirements of the customer at the START of its life”.

5. WHAT IS QUALITY?
Quality Management System Principles
1. Customer focus
2. Leadership
3. Involvement of people
4. Process approach
5. System approach to management
6. Continual improvement
7. Factual approach to decision making
8. Mutually beneficial supplier relationships

6. WHAT IS QUALITY?
Quality Management System Elements
1. Quality Policy
2. Quality Objectives
3. Quality Manual
4. Organisational structure and responsibilities
5. Data management
6. Processes - including purchasing
7. Product quality leading to customer satisfaction
8. Continuous improvement including corrective and
preventative action
9. Quality instruments
10. Control of documents

7. WHAT IS QUALITY?
Gosford Certificate of Registration
ISO9002 June 1998

8. WHAT IS QUALITY?
Gosford Registration Schedule
ISO9002 June 1998

9. WHAT IS QUALITY?
TGA Pastry Company - Quality Policy

10. WHAT IS QUALITY?
Diosna Zertifikat

11. WHAT IS QUALITY?
TGA Pastry Company ISO 9001:2008 Quality
Certification.
September 2015

12. WHAT IS QUALITY?
TGA Pastry Company HACCP Accreditation
September 2015

13. WHAT IS QUALITY?
American Institute of Baking (AIB) - RESULTS - TGA Pastry Co.
2003 – 695 Announced 2013 – 945 Unannounced
2004 – 885 Announced 2014 – 950 Unannounced
2005 – 900 Announced 2015 – 930 Unannounced
2006 – 940 Announced
2007 – 950 Announced
2008 – 950 Announced
2009 – 875 Announced
2010 – 960 Announced
2011 – 930 Announced
2012 – 935 Announced

14. WHAT IS QUALITY?
TGA Pastry Company AIB INTERNATIONAL
GMP Inspection Results Report
15 September 2015