CHAPTER 7

• quality - refers to the ability of a product or service to consistently meet or exceed customer requirements or expectations.
• customer-dependent - different customers will have different requirements, so a working definition of quality is
• quality - was an important focal point in business.
• Quality - is sometimes defined as "meeting the requirements of the customer."
• quality assurance - describes any systematic process for ensuring quality during the successive steps in developing a product or service.
• ISO 9000 - is a standard for ensuring that a company's quality assurance system follows best industry practices.
• fitness for purpose - Quality in business, engineering and manufacturing has a pragmatic interpretation as the non-inferiority or superiority of something; it is also defined as
• Producing - providing something.
• Checking - confirming that something has been done correctly.
• Quality Control - controlling a process to ensure that the outcomes are predictable.
• Quality Management – directing an organization so that it optimizes its performance through analysis and improvement.
• Quality Assurance – obtaining confidence that a product or service will be satisfactory.
• normally the quality assurance performed by?

  purchaser
• quality has many meanings

  A) subjective

  B) excellent

  C) outstanding

  D) ISO 9001:2018

  E) customer delight

  
• Quality assurance - refers to the processes and procedures that systematically monitor different aspects of a service, process or facility to detect, correct and ensure that quality standards are being met.
• Assurance - The act of giving confidence, the state of being certain or the act of making certain.
• Quality Assurance - The planned and systematic activities implemented in a quality system so that quality requirements for a product or service will be fulfilled.
• Control - An evaluation to indicate needed corrective responses; the act of guiding a process in which variability is attributable to a constant system of chance causes.
• Quality Control - The observation techniques and activities used to fulfil requirements for quality.
• Process control - refers to the methods that are used to control process variables when manufacturing a product. For example, factors such as the proportion of one ingredient to another, the temperature of the materials, how well the ingredients are mixed, and the pressure under which the materials are held can significantly impact the quality of an end product.
• Manufacturers control the production process for three reasons:

  reduce variability

  increase efficiency

  ensure safety
• Total productive maintenance - is the systematic execution of maintenance by all employees through small group activities.
• Total – all-encompassing maintenance and production individuals working together.
• Productive – production of goods and services that meet or exceed customers’ expectations.
• Maintenance - keeping equipment and plant in as good as better than the original condition at all times.
• total quality management - is a set of systematic activities carried out by the entire organization to effectively and efficiently achieve company objectives so as to provide products and services with a level of quality that satisfies customers, at the appropriate time and price.
• Systematic activities – Planned, strong leadership, Mid and long term vision, strategies and policies
• Entire organization – everyone at all levels, across functions
• Effective and efficient – achieve planned results with least resources
• Quality – usefulness, reliability, safety
• tqm - A scientific, systematic, companywide activity “in which a company is devoted to customers through its products and services.
• Focuses on customer satisfaction – the only guarantee for long term survival assured “quality” in every process is the objective of TQM
• Quality Control Process - A system for maintaining desired standards in a product or process by inspecting samples of the product.
• Quality - is the key element in every stage of the production process from raw materials to finished product.
• Quality Control - is used to coordinate all those activities which are directed for defining controlling and maintaining quality.
• Quality Control - is systematic control by management of the variables in the manufacturing process that affect goodness of the end product.
• Quality control - may be defined as that technique or group of techniques of the industrial management by means of which products of uniform acceptable quality are manufactured.
• Ethics - Management draws up a business code of ethics to which all personnel should adhere. Sometimes an external company is contracted to help produce a document.
• Integrity - Clients expect to find integrity in an organisation.
• Integrity - encompasses morals, values, fairness, honesty and sincerity. If somebody makes a mistake, they should feel comfortable in admitting their error.