Following this presentation you will: - Understand the concept of quality in business. - Understand the difference between quality control and quality assurance. - Understand the concept of total quality management.

1. BUSINES
S&MANA
GEMENT
Quality Control
and Assurance
by: Shadi A. Razak 1

2. Objectives
• Understand the concept of quality
• Understand the difference between quality
control and quality assurance
• Understand the concept of total quality
management
• Evaluate the different approaches to quality
improvement
by: Shadi A. Razak 2

3. Structure
• Introduction
• Quality Control
• Quality Assurance
• Total Quality Management
• Quality Improvement
by: Shadi A. Razak 3

4. Quality
• is about the characteristics of a product or
service that help satisfy customers’ needs
• Customers’ expectations and businesses
ability to manage expectations are vital
by: Shadi A. Razak 4
INTRODUCTION

5. Quality
• From customer perspective
– Reliable
– Safe
– Durable
– Innovative
– Value for Money
by: Shadi A. Razak 5
INTRODUCTION

6. Quality
• Benefit business:
– Increase sales
– Customer loyalty (Brand loyalty)
– Reduce Costs
– Premium Pricing
• No need to have high quality product / service
to bring rewards to business
by: Shadi A. Razak 6
INTRODUCTION

7. Quality
by: Shadi A. Razak 7
INTRODUCTION

8. Quality
• In business involves :
– Quality Control
– Quality Assurance
– Total Quality Management
– Quality Improvement
by: Shadi A. Razak 8
INTRODUCTION

9. Quality control
• Is the inspection of the product or sample of
the products at the end of the production
process
by: Shadi A. Razak 9
QUALITY CONTROLINTRODUCTION

10. Quality control
by: Shadi A. Razak 10
QUALITY CONTROLINTRODUCTION
Concept Quality is controlled by one person (the manager) who
inspects the product at the end of the production
process
Costs A certain % rate of production will be rejected and
considered as a wasteful production
Processes More of a Flow production; It rarely halt the
production as the focus is on the job at hand
People Quality is the responsibility of one person ‘Quality
Inspector’; Usually is an Autocratic leader; Top-down;
One way communication

11. Quality assurance
• Method of agreeing and meeting quality
standards at each stage of the production
process
by: Shadi A. Razak 11
QUALITY CONTROLINTRODUCTION QUALITY ASSURANCE

12. Quality assurance
by: Shadi A. Razak 12
QUALITY CONTROLINTRODUCTION
Concept Quality is assured because the whole business is
focused on ensuring quality production
Costs Zero wasteful production; as every product is
expected to pass quality check
Processes Uses more of Cell production; It will halt the
production to fix any error in the process; this include
the suppliers and distributers as well
People Quality is the responsibility of the production team,
business adopt a total quality culture; Which exercise
a democratic consultative leadership; Circle
communication
QUALITY ASSURANCE

13. Total Quality Management
• Setting standards
• Applying the standards across
all business’ activities
• Guaranteeing that these standards will be met
by: Shadi A. Razak 13
QUALITY CONTROLINTRODUCTION QUALITY ASSURANCE TMQ

14. Total Quality Management
• Lean production
• Quality chain
• Statistical process control (SPC)
• Mobilized workforce
• Market-oriented production
by: Shadi A. Razak 14
QUALITY CONTROLINTRODUCTION QUALITY ASSURANCE TMQ

15. Total Quality Management
• Advantages:
– Motivate Workers
– Reduce long term cost
– Improve recognition of quality
– Create closer working relationships among all
stakeholders
by: Shadi A. Razak 15
QUALITY CONTROLINTRODUCTION QUALITY ASSURANCE TMQ

16. Total Quality Management
• Disadvantages:
– Costly
– Might request staff training
– Long time to change business culture
– Difficult to maintain over long time
by: Shadi A. Razak 16
QUALITY CONTROLINTRODUCTION QUALITY ASSURANCE TMQ

17. Quality improvement
• Different methods:
– Ishikawa (Fishbone Diagram)
– Kaizen
– National and International Standards
– Benchmarking
by: Shadi A. Razak 17
QUALITY CONTROLINTRODUCTION QUALITY ASSURANCE TMQ QUALITY IMPROVEMENT

18. Benchmarking
• Identify the best in the field
• Copy and apply their production process and
management practice
• Attempt to exceed these standards
• Collaborate with others in the field to develop
the benchmark standard
by: Shadi A. Razak 18
QUALITY CONTROLINTRODUCTION QUALITY ASSURANCE TMQ QUALITY IMPROVEMENT

19. Benchmarking
• Involve:
– Identify where quality has problems
– Find businesses with similar processes
– Identify the leading businesses of them
– Conduct research on their practices
– Implement measures and practices learned from
business research
by: Shadi A. Razak 19
QUALITY CONTROLINTRODUCTION QUALITY ASSURANCE TMQ QUALITY IMPROVEMENT

20. National & International Standards
• A way to assure consumers the quality and
safety of a product/service
• Gaining certification of local or international
standard:
– Give competitive edge
– Save cost of withdrawing products
– Act as an insurance
– Bring better profit margin
by: Shadi A. Razak 20
QUALITY CONTROLINTRODUCTION QUALITY ASSURANCE TMQ QUALITY IMPROVEMENT

21. National & International Standards
• For ISO 9000 accreditation; organisations has
to have:
– Staff development and appraisal
– Evaluate suppliers
– Implement quality standards in all business areas
– Procedures fro dealing with defective
products
– Provide after sales service
by: Shadi A. Razak 21
QUALITY CONTROLINTRODUCTION QUALITY ASSURANCE TMQ QUALITY IMPROVEMENT

22. Kaizen (Continues Improvement)
• Focus on continues change not one-time
changes
• Used more in Democratic – consultative
leadership environment
• Utilise 360 communication and human
relations motivation
by: Shadi A. Razak 22
QUALITY CONTROLINTRODUCTION QUALITY ASSURANCE TMQ QUALITY IMPROVEMENT

23. Kaizen (Continues Improvement)
by: Shadi A. Razak 23
QUALITY CONTROLINTRODUCTION QUALITY ASSURANCE TMQ QUALITY IMPROVEMENT

24. Kaizen (Continues Improvement)
• Requires:
– Support from all levels at work
– No blame attitude to problem raised
– Need to think the whole production process and
not small part of it
– Focus most is on the process and not the product
by: Shadi A. Razak 24
QUALITY CONTROLINTRODUCTION QUALITY ASSURANCE TMQ QUALITY IMPROVEMENT

25. Ishikawa (Fishbone Diagram)
by: Shadi A. Razak 25
QUALITY CONTROLINTRODUCTION QUALITY ASSURANCE TMQ QUALITY IMPROVEMENT

26. Summary
• Explained the concept of quality
• Differentiated between quality control and
quality assurance in business
• Explained the concept of total quality
management and its advantages
• Evaluated the different approaches to quality
improvement
by: Shadi A. Razak 26
QUALITY CONTROLINTRODUCTION QUALITY ASSURANCE TMQ QUALITY IMPROVEMENT