Quality in business

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•Ensuring the product is easy to use

•Ensuring the product is reliable and long lasting

•Building in features that minimise production error

Detection ensures that quality problems are spotted before they reach the customer. Increasingly businesses are making this the responsibility or every employee.

Correction this is not just about correcting faults, but why there is a problem so steps can be taken to ensure it does not recur.

Improvement customer's expectations of quality are always changing and it is important that businesses seek to improve quality.

Total quality management (TQM)

TQM is a philosophy not a management tool. It is a way of looking at quality issues, with every one responsible for looking at quality in every part of the business. TQM is about building in rather than inspecting out. TQM was attempted by BASF by trying to get all their employees to think of those they work for as customers, even if they are fellow employees. An example in BASF would be for the maintenance engineer to treat a shop-floor worker with a defective machine as a valued customer, rather than a nuisance. Other main features of TQM are

•The use of quality circles.

•Emphasis upon service and after-sales service quality as well as quality manufacture.

•The idea that high quality (and low cost) stem from getting things right first time.

Quality circles

This is where a group of employees meet regularly for the purpose of identifying problems and recommending solutions. This is thought of as a Japanese technique, however the idea come from the USA. BASF regularly use this method. The most effective quality circles have these features

•The group consists of between 5 and 10 people and all members have special training in quality control techniques, decision making and problem solving.

•Membership is voluntary and people can choose their own issues/problems too examine.

•The group has access to management and can make suggestions and recommendations.

ISO 000

ISO international organisation for standardisation is the official terminology based on the Greek, isos, meaning equal as in isobar (places with the same atmospheric pressure) or isotherm places with the same temperature.

000 The series of standards. There are three standards

ISO 001 is for businesses such as BASF with a large element of design in what they sell

ISO 00 is for businesses with little or no design in what is sold, e.g. simple standards product

ISO 00 is for small businesses which often use the "WYSIWYG" (what you see is what you get) approach to their product/service, such as window cleaners. (See back page for ISO 001)

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