Unit 9 Quality

To produce a good or a service which meets customer expectations

The checking for quality at the end of the production process, whether it is the production of a product or service

The checking for quality standards throughout the production process, wether it is the production of a product or a service.

The continuous improvement of products and processes by focusing on quality at each stage of production.

Include: features, reliability, performance, durability, aesthetics, value for money and conformance to requirements.

About detecting defects after they happen. it involves random sampling, spot checks, inspection and testing.

About prevention rather than detection. it a failure happens, them it's isolated, the causes are analyzed, and there is a redesign of the process or of the parts to make sure it doesn't happen again.

The aim is zero defects, to get things right first time.

It aims to put an awareness of quality at the heart of all organizational processes (eg customer service) and not just production. it puts an emphasis on a continual increase in customer satisfaction combined with lowering costs by eliminating waste.

Going outside the firm to see what excellent competitors are doing, and adopting the best practices