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Quality Control and Quality Assurance

Chapter 27 discusses quality management, focusing on Quality Control (QC) and Quality Assurance (QA). QA emphasizes process quality to ensure customer satisfaction, while QC involves inspecting finished products to identify defects. The chapter highlights the importance of balancing quality with cost efficiency and the role of standards like ISO 9000 in maintaining product quality.

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14 views18 pages

Quality Control and Quality Assurance

Chapter 27 discusses quality management, focusing on Quality Control (QC) and Quality Assurance (QA). QA emphasizes process quality to ensure customer satisfaction, while QC involves inspecting finished products to identify defects. The chapter highlights the importance of balancing quality with cost efficiency and the role of standards like ISO 9000 in maintaining product quality.

Uploaded by

Irene Anil Mathew
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Chapter 27 : Quality management

Topic:27.1 Quality control and Quality


Assurance
1. What is the primary focus of Quality Assurance (QA)?
A) Inspecting finished products for defects 4. The main objective of Quality Assurance
B) Ensuring quality in the processes used to develop products is:
C) Correcting defects after product delivery A) Proof of fitness of the product
B) Inspection of product quality
D) Managing customer complaints
C) Quality conformance
2. Which of the following standards is associated with Quality D) Customer satisfaction
Management and Quality Assurance?
A) ISO 22000
B) ISO 9000
C) ISO 14000 5. What is the main objective of quality control?
D) ISO 45001
A) To design products that meet customer
3. Quality Control (QC) is primarily: expectations
A) A proactive process focusing on preventing defects B) To identify and correct defects in finished
B) A reactive process focusing on identifying defects in products
finished products C) To establish quality standards for suppliers
C) Concerned with process improvement D) To improve customer service
D) Unrelated to product testing
Answers
1. B
2. B
3. B
4. A
5.B
Introduction
Understanding Quality

•Quality is about meeting consumer expectations, not just being the best

•A product must be fit for purpose

•High-cost products require higher standards

•Over-designing quality can make products uncompetitive

For example, making everyday clothing with aerospace-grade stitching would significantly
increase costs without adding value for most consumers. Balancing quality with cost
efficiency is crucial to maintaining a competitive edge.
Introduction
Establishing Consumer Expectations
Quality and Pricing
•Market research is crucial
•A low-cost product can still be of good
quality if it meets expectations •Analyzing consumer feedback helps define quality standards
•Expensive products can be of low quality •Quality applies to both goods and services
if they fail to satisfy consumers
Quality in Service Industry
•Quality is a relative concept, not an
absolute one •Examples of service quality:
Example: A luxury car brand like Mercedes- • Call response time
Benz is expected to have high-quality
materials, advanced features, and superior • Queue waiting time
performance. In contrast, an economy car
brand like Toyota is expected to offer • Account errors
reliability and affordability rather than
premium features. • Financial advice quality
Importance of Quality
Importance of Quality

•Benefits of quality products:


• Customer loyalty
• Reduced customer complaints, paying compensation, replacing defective products and loss of
consumer goodwill
• Longer product life cycles
• Reduced advertising costs, as the brand will establish a quality image through the performance of
its product
• Ability to charge higher prices
Quality and Business Competitiveness

Quality and Business Competitiveness

•Price reduction isn’t the only way to compete

•Consistent high quality enhances brand reputation

•Higher income consumers demand better quality

.
Approaches to Achieving Quality
Approaches to Achieving Quality

•Two key approaches:


• Quality control
• Quality assurance
•Often, businesses use a mix of both
What is Quality Control? Three Stages of Quality Control: There are three
stages to effective quality control:
• Inspection-based approach 1.Prevention – Designing quality into the product
• Quality control is based on inspection or 2.Inspection – Checking final products (costly)
checking, usually of the completed product 3.Correction & Improvement – Fixing issues at their
or of the service as it is being provided to a source. This will improve quality in the future
consumer.
Quality Control Inspection
Examples
•Inspections at the end of production
• Testing a tablet computer at the end of the •Uses statistical techniques to sample products
production line for its battery-charging
capability •Limitations:
• Expensive process
• Listening to and recording a telephone
banking adviser’s call to a customer • Some defective products may pass through
Prevention example
Example: Car Manufacturing

Consider a car manufacturing company designing a new model.

•Prevention Approach: The engineers and designers ensure that the car meets safety
standards, fuel efficiency requirements, and customer preferences before production
begins. They use computer simulations, prototype testing, and customer feedback to refine
the design.

•Effect on Production: Since the design is already optimized, the manufacturing process
runs smoothly. Parts fit correctly, and there are fewer defects in the assembly.

•Less Need for Inspection and Correction: If the design was flawed, the company would
have to inspect, recall, or rework faulty cars, which would be costly and time-consuming.
Problems with Quality Control

•Negative culture (focused on finding faults)

•Potential worker resentment: Worker resentment arises when employees feel


undervalued, overworked, or unfairly treated in the workplace

•Workers may feel quality is not their responsibility

•Tedious inspections lead to inefficiency

•Delayed fault detection wastes resources


What is Quality Assurance?

Quality assurance is based on setting agreed quality standards at all stages of production to
ensure that customers’ satisfaction is achieved. It does not just focus on the finished product.

What is Quality Assurance?

•Setting agreed quality standards at all production stages

•Ensures customer satisfaction

•Focuses on prevention rather than inspection


Key Stages in Quality Assurance
Quality Assurance Methods
1.Product Design – Meeting consumer expectations
•Workers self-check output against
set quality standards 2.Quality of Inputs – Ensuring suppliers meet standards
3.Production Quality – Employees maintaining
•Prevention of poor quality in standards
design and manufacturing
4.Delivery Systems – Reliable and timely deliveries
•Aiming for zero defects to reduce 5.Customer Service – After-sales support and
faulty products satisfaction
•Checking materials and Examples of Quality Assurance
components at arrival stage
•Nissan: Workers check quality at each assembly stage
•First Direct Bank: Limits on call waiting times, customer
request handling
Quality Assurance
Impact of Quality Assurance on Business

•Increases worker motivation and job satisfaction

•Traces quality issues to their source

•Reduces costs of final inspection and product rework

•Improves efficiency and overall quality culture

ISO 9000 Certification: ISO 9000 is a globally recognized quality management system (QMS)
that sets standards for businesses to ensure consistent product and service quality.

•Requires standards in training, supplier checks, and customer service

•Gaining certification enhances brand reputation

•Challenges include costs and bureaucratic processes


Impact of Quality Assurance on Business

Impact of Quality Assurance on Business


•Increases worker motivation and job satisfaction
•Traces quality issues to their source: Its ability to identify
and address the root cause of defects rather than just
fixing them at the end of production
•Reduces costs of final inspection and product rework
•Improves efficiency and overall quality culture
The impact of other business strategies on ratio results
Calculation of Inventory turnover

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