1 ibc – quality – qa, qc, qm, bsi, iso, tqm, dcm, mfi…… (special thanks to geoff leese)
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1
IBC – Quality – QA, QC, QM, BSI, ISO, TQM, DCM,
MFI……(special thanks to Geoff
Leese)
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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
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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
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Definitions of Quality
Innate excellence
Error free
Fit for purpose
Measurable to standards
Value
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Quality Characteristics
Characteristics or Factors functionappearance reliabilitydurability recoverycontact
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Investment Cost of Quality
people skills training
plant fit for purpose
process fit for purpose resources fit for purpose resources for rework
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External ‘Cost’ of Quality
Customers and their perceptions
Returns and handlingReworkReplace
Reputation Customer chain Value for money
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Controlling Quality
Measuring performance Interpreting the evidence
Finding the cause of problems Improving performance
Presenting the information Whose responsibility? Taking action
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Assuring Quality
Process design Handling statistics Beyond direct
manufacturing/service provision
Quality cultures Customer in view
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Managing Quality
Modern methods Whose responsibility Quality Culture? TQM Quality Circles Zero Defects
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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?
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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
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Reading
Bott section 2.3.5 Clifton section 9.12
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Tutorial Tasks
How might one assess the quality of a sandwich?
Consider what is meant by “quality”how one might measure these thingshow those measurements might be
“judged”what control measures might be taken?
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