Management of Quality

1. Management of Quality Page 161 – 166

2. Quality • A standard that usually meets the needs and/or wants of the customer. • If the customer is not satisfied, then there may be problems in terms of the control of quality during some stage of the production process.

3. Total Quality Management(TQM) • A process whereby an organisation aims to eliminate errors, waste and inefficiency in its production processes. • One of the most common forms of a quality system, although it is often adapted to suit the organisation.

4. TQM • Has the following features: • A belief in continuous improvement • Emphasis on teamwork & employee participation • Main aim is customer satisfaction

5. TQM • There are four core TQM concepts: • Continuous process improvement • Customer focus • Defect prevention • Universal responsibility Pages 165 & 166

6. Total Productive Maintenance(TPM) • A further development of TQM. • Is best suited to application in a manufacturing environment. • Is similar to TQM in that the employees are encouraged to identify problems and initiate solutions.

7. Benefits of TPM • Increased productivity • Rectified customer complaints • Reduced manufacturing costs • Increased customer satisfaction • Decrease in accidents • Decrease in machinery pollution

8. Quality Audits • The process of checking goods or services when they are complete or during the production process to see if the product conforms to the required standard. • If the quality checks do detect a problem, it may be the case that the whole production run is ruined and by then it is too late!

9. Quality Control • A process whereby products are checked and evaluated as to whether they meet acceptable quality standards. • Is used to ensure that external stakeholders receive products that meet the quality standards they are expecting.

10. Quality Control Activities • Weighing • Testing • Safety testing • Smelling • Outsourcing • Training

11. Quality Assurance • A process whereby an organisation receives certification that its systems and processes meet accepted national and international quality standards. Page 191

12. Quality Assurance • Who may these quality standards be set by? • What does quality assurance tell consumers?

13. International Organisation for Standardisation (ISO) • “A network of national standards institutes from 140 countries working in partnership with international organisations, governments, industry, business and consumer representatives.” • Has more than 13,000 international standards.

14. Standards Australia • A quality certification organisation that grants certification to Australian organisations in line with the international standards. • The standards recognise set benchmarks that reflect a certain quality level that the item must meet.

15. Standards Australia • Australian standards are often specific and comply with local conditions, industries and regulations. • What does Standards Australia do?