2.9 Quality

Operations Management Developing Effective

Operations: Quality

“Quality is everyone’s responsibility”W. Edwards Deming

“How long does it take you, as a boss, to achieve world class quality?” Less than a nanosecond to

attain it, a lifetime of passionate pursuit to maintain it.”Tom Peters

2.9 Quality

Developing Effective Operations: QualityIn this topic you will learn about:

The meaning of quality

The distinction between quality control and quality assurance

Systems of quality assurance

Quality standards

2.9 Quality

The meaning of quality

Quality means the ability of a product or service to meet customers’ expectations

Different customers will however have a different perception of quality

Customers’ interpretation of quality may be influenced by a number of factors including: Price Brand Customer’s personal expectations and experiences Nature of product or service

What makes a ‘quality’ film?

2.9 Quality

The meaning of quality

Quality can be expressed or measured in a number of ways, these include: Aesthetics i.e. physical appearance Features i.e. physical attributes Core Aspects i.e. basic abilities/ functionality Actual Aspects i.e. added extras / functionality Augmented Aspects i.e. support feature e.g. warranty Performance i.e. reliability, durability Intangible Aspects i.e. non physical attributes e.g. brand

name, reputation

You will need access to the internet to view this video clip

The rise and fall of Ratners.Can he now convince customers on the high street he is a ‘quality’ jewellers?

Why might a consumers perception of quality be particularly important when buying jewellery?

2.9 Quality

The meaning of quality

Quality is also important when providing a service, the measures we apply may however be different. Friendliness of staff Speed of service Efficiency of service Staff knowledge Cleanliness of facilities Appearance of environment

Which measures of quality are most important to you when choosing

• a mobile phone• a holiday

• a sports shirt• a sandwich shop

2.9 Quality

What is quality control?

The checking of a good or service before it is delivered to a customer i.e. at the end of the process

Normally relies on an inspection process Head chef inspects a meal on a plate before it

leaves the kitchen Quality inspector tests a product at the end of the

production line Supervisor records and listens into a phone

conversation at a call centreWhat is the job of a

quality control inspector?

2.9 Quality

Quality Control

Advantages Quality can be monitored Stops faulty products

reaching the customer Common problems can

be identified Inspector takes

responsibility Often a robust system

Disadvantages Takes responsibility

away from operatives Requires specialist /

additional personnel Problems only identified

at end of process Waste levels may be

high

If you worked in a bakers wouldyou prefer to be responsible for

checking the quality of your own workor have some one else inspect it?

Justify your answer

2.9 Quality

What is quality assurance? The checking of a product or service at each

stage of its production e.g. as it travels along a production line

Relies upon self-checking A sauce chef tastes the sauce before passing to

chef in charge of a dish Each operative checks their stage of the process

or component before passing it along“It’s a funny thing about life; if you refuse to accept anything but the best, you very often get it”

Somerset MaughamTo what extent do you think this quote relates to the performance of operatives responsible for self checking?

2.9 Quality

Quality Assurance

Advantages Positive effect on staff

morale Greater responsibility More motivated

Lower wastage levels Faults identified earlier Less need for reworking

Achieve certification for quality assurance

Inspection throughout the process

Disadvantages Relies on commitment of

all employees Additional training costs Production process may

be delayed Accreditation for quality

assurance itself does not ensure quality!

1 2 3 4 5

Each operative will check the component as it reaches them and again as it leaves them

2.9 Quality

Systems of quality assurance

Businesses will often strive for quality assurance through the adoption of a system

They will set down a clear process to be followed The most frequently adopted system is Total Quality

Management (TQM) Many businesses will seek to achieve accreditation

for their quality assurance standards e.g. ISO9000

Some industries settheir own quality assurance standards

and accreditations

2.9 Quality

Achieving ISO9000 – a quality standard

Clear quality targets

System to achieve targets

System tomeasure results

Resources totake corrective

action

“With ISO9000 you can still have terrible processes and products. You can certify a manufacturer that makes life jackets from concrete, as longas those jackets are made according to the documented procedures andthe company provides the next of kin with instructions on how to complainabout defects.”Richard Beutow, US Executive, Motorola

Read more about ISO9000 at The British Accreditation Bureau

2.9 Quality

Total Quality Management

The AQA exam board states that“Systems of quality assurance, should include

Total Quality Management (TQM)”

TQM sees quality as the responsibility of all employees

Each employee is a link in the chain and treats the next link as if they were an external customer

They will pass the product on only if it is correct Philosophy of get it right first time

Look at just how farsome businesses will

go to achieve TQM

2.9 Quality

Why is quality important?

Can help achieve lower unit cost Less waste

Positive image to consumer Reputation Positive word of mouth

Unique Selling Point Pricing decisions Improved competitiveness

2.9 Quality

Activity – Ready made meals Achieving TQM requires the commitment of all

workers. Try to identify all the quality issues in producing a

ready made meal Design a poster to be displayed around a ready

made meals factory. It should include: Quality assurance Staff responsibility

To motivate them To remind them To provide tips

Why quality is important

Look at the ready made meals at Morrison's to help identify the degree of complexity in producing them