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IBC – Quality – QA, QC, QM, BSI, ISO, TQM, DCM, MFI……. (special thanks to Geoff Leese). From people to quality. HR is a responsibility now devolved throughout the organisation’s line managers, with a core staff of specialist advisers (last lecture)

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ibc quality qa qc qm bsi iso tqm dcm mfi

IBC – Quality – QA, QC, QM, BSI, ISO, TQM, DCM, MFI……

(special thanks to Geoff Leese)

from people to quality
From people to quality
  • HR is a responsibility now devolved throughout the organisation’s line managers, with a core staff of specialist advisers (last lecture)
  • Responsibility for quality is also now seen as devolved, throughout the organisation itself, with a core staff of specialists who assure quality by their liaison through the workplace
the future
The Future

In the future there will be two kinds of company -

Those who have implemented Total Quality and those who have gone out of business.

You do not have to do this - survival is not compulsory

W Edwards Deming

definitions of quality
Definitions of Quality
  • Innate excellence
  • Error free
  • Fit for purpose
  • Measurable to standards
  • Value
quality characteristics
Quality Characteristics

Characteristics or Factors

  • function
  • appearance
  • reliability
  • durability
  • recovery
  • contact
investment cost of quality
Investment Cost of Quality
  • people
    • skills
    • training
  • plant
    • fit for purpose
  • process
    • fit for purpose
    • resources fit for purpose
    • resources for rework
external cost of quality
External ‘Cost’ of Quality
  • Customers and their perceptions
  • Returns and handling
    • Rework
    • Replace
  • Reputation
  • Customer chain
  • Value for money
controlling quality
Controlling Quality
  • Measuring performance
  • Interpreting the evidence
    • Finding the cause of problems
    • Improving performance
  • Presenting the information
  • Whose responsibility?
  • Taking action
assuring quality
Assuring Quality
  • Process design
  • Handling statistics
  • Beyond direct manufacturing/service provision
  • Quality cultures
  • Customer in view
managing quality
Managing Quality
  • Modern methods
  • Whose responsibility
  • Quality Culture?
  • TQM
  • Quality Circles
  • Zero Defects
quality standards
Quality Standards
  • What is relevant to your operation?
  • International standards
  • BS EN ISO 9000
    • 1 Guidelines (TickIT)
    • etc
  • ISO 9004
    • 1 system elements
    • 2 service
    • 3 processed materials
    • etc
  • BS 4778 defines terms used
  • How necessary?
total quality management
Total Quality Management
  • Systematic method to ensure all activity is as planned, meeting customer requirements
    • Quality Control belongs to all
    • all empowered to take action
    • internal customer concept
    • zero defects
    • monitoring of procedures
    • team work, sharing ideas
  • Total management involvement
reading
Reading
  • Bott section 2.3.5
  • Clifton section 9.12
tutorial tasks
Tutorial Tasks
  • How might one assess the quality of a sandwich?
  • Consider
    • what is meant by “quality”
    • how one might measure these things
    • how those measurements might be “judged”
    • what control measures might be taken?