4.3: Achieving Quality Production Notes:

Meaning of Quality

• Quality = a product/service that meets customer expectations.

• High quality helps build brand image, loyalty, reputation, sales, and new customers.

• Poor quality leads to lost customers, higher costs (returns/rework), and bad publicity.

Quality Control (QC)

• Quality control = checking for quality at the end of production using inspectors.

How QC works

• Inspectors check samples at intervals.

• Faulty batches may be scrapped or reworked.

• Mystery shoppers may test service quality.

• Advantages

  1. Faults found before reaching customers.

  2. Less training needed for workers.

• Drawbacks

  1. Expensive (inspectors).

  2. Finds faults but not causes.

  3. High waste if products must be scrapped.

Quality Assurance (QA)

• Quality assurance = checking quality at every stage of production, not just at the end.

How QA works

• Standards set for design, materials, delivery, after‑sales, and processes.

• Employees check their own work.

• Advantages

  1. Fewer faults at each stage.

  2. Fewer complaints.

  3. Lower costs (less rework).

• Drawbacks

  1. Expensive training.

  2. Requires employee commitment.

Total Quality Management (TQM)

• TQM = continuous improvement with quality built into every stage; aim = zero defects.

Key features

• Everyone responsible for quality.

• “Right first time” approach.

• Uses quality circles (worker groups solving problems).

• Linked to Kaizen.

• Advantages

  1. No faults reach customers → better brand image.

  2. Lower costs (no rework).

  3. Higher efficiency, less waste.

• Drawbacks

  1. Very expensive training.

  2. Requires full employee commitment.

Quality Marks

• Businesses can apply for ISO quality marks to show they meet standards.

• Helps attract customers who trust certified suppliers.

NOTES DONE BY FARIDA SABET

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