UNIT 7: QUALITY OF PERFORMANCE meets predetermined standards with minimal
defects, delays and deficiencies.
• Ensure that every process is aimed at 'getting
the product right the first time' and purposefully
Quality and quality concepts
and actively preventing errors from happening.
The main goal of businesses is to maximize
profits by providing high-quality products and Quality management
services. It is important for businesses to • The process of managing all activities
implement various quality concepts to retain necessary to ensure that a business produces
customers, increase profitability, and remain products and services of consistently high
sustainable. standards.
In striving to ensure and improve quality, a • Refers to techniques and tools used to design
business must consider the needs and wants of and improve the quality of a product.
its customers and the extent to which the
business meets these needs and wants. • Can be used for accountability within each of
Businesses that improve the quality of their the business functions.
products are financially sustainable and have a
• Aimed at ensuring that the quality of products
greater share of the market.
and services is consistent./Focus on the means
to achieve consistency.
Definitions of quality concepts Quality performance
• The overall performance of each department
Quality
is measured against the specified standards.
• Quality is the ability of a product or service to
• Can be obtained or achieved if all
satisfy the specific needs of consumers.
departments work together to the same quality
• It is measured against specific criteria such as standards.
physical appearance, reliability, durability,
• Quality is measured by physical product and
sustainability and after-sales service.
statistical output of processes, surveys of the
• The efficiency of services and the ability to users and/or buyers and consumers of products
provide an effective outcome without excessive and services.
delays.
Quality management systems
Quality control
• A quality management system is a framework
• A system that ensures that the desired quality that a business uses to manage key
is met by inspecting the final product to ensure organizational processes.
that it meets the required standards.
• It is a formalized system that documents
• Includes setting targets, measuring procedures, processes and responsibilities for
performance and taking corrective measures. achieving quality policy and objectives.
• Checking raw materials, employees, • Coordinate and Direct organizational activities
machinery, workmanship, production and to meet customer/regulatory requirements and
processes to ensure that high quality standards improve their efficiency and accuracy on an
are maintained. ongoing basis.
Quality assurance • It is expressed as organizational goals,
aspirations, processes, policies, documented
• Checks are carried out during and after the information and resources needed to implement
production process. and maintain quality standards in the business.
• Ensure that required standards are met at
every stage of the process.
• Processes are established to ensure that the
quality of products or services and systems
, • Productivity is increased through proper and
effective time management, and the use of
high-quality resources.
• Products and services are continuously
improved, leading to increased levels of
The differences between quality
customer satisfaction.
control and quality assurance
• Increase the ability of the business to achieve
Quality control Quality assurance their vision, mission and goals.
• System that ensures • Controls carried out
that the desired during and after the • The business has a / improves its competitive
quality is obtained by production process. advantage over its competitors.
inspecting the final
product.
• Ensure that finished • Ensure that
products meet the required standards Quality of performance/ Quality
required standards. are met at every indicators of each business
stage of the process.
• Includes setting • Building in quality function
targets and as opposed to
The quality of performance in each business
measuring checking for quality.
performance and function directly influences the extent to which
taking corrective the business can achieve quality throughout the
measures business. Every business should know the
quality indicators needed to meet expectations
and these should be communicated to all
The differences between quality employees in various departments. The
management and quality contribution of each business function to the
performance success of the business is also known as quality
indicators.
Quality Quality
management performance
• Techniques, • The overall
instruments and performance of each
GENERAL MANAGEMENT FUNCTION
methods used to department is • Develop effective strategic plans.
determine or improve measured against the
the quality of a specified standards. • Efficient allocation of organizational resources.
product.
• Can be used for • Can be achieved if • Effective communication of vision/mission
accountability within all departments work
each of the business together to the same • Set priorities for the business.
functions. quality standards.
• Aimed at ensuring • Quality is measured
that the quality of by physical
products or services product/statistical PRODUCTION FUNCTION
is consistent./Focus output of processes,
on the means to surveys of the users • Monitor processes/determine causes of
achieve consistency. and/or buyers and production problems.
consumers of
products or services • Implement quality control systems.
• Communicate roles/responsibilities to
production workers.
The benefits of a good quality
management system • Ensure high quality products/services.
• Efficient customer service is provided, leading
to increased customer satisfaction.
PURCHASING FUNCTION
• Time and organizational resources such as
finances, raw materials and labor are used • Buy raw materials in bulk.
efficiently.
• Establishing relationships with suppliers.
defects, delays and deficiencies.
• Ensure that every process is aimed at 'getting
the product right the first time' and purposefully
Quality and quality concepts
and actively preventing errors from happening.
The main goal of businesses is to maximize
profits by providing high-quality products and Quality management
services. It is important for businesses to • The process of managing all activities
implement various quality concepts to retain necessary to ensure that a business produces
customers, increase profitability, and remain products and services of consistently high
sustainable. standards.
In striving to ensure and improve quality, a • Refers to techniques and tools used to design
business must consider the needs and wants of and improve the quality of a product.
its customers and the extent to which the
business meets these needs and wants. • Can be used for accountability within each of
Businesses that improve the quality of their the business functions.
products are financially sustainable and have a
• Aimed at ensuring that the quality of products
greater share of the market.
and services is consistent./Focus on the means
to achieve consistency.
Definitions of quality concepts Quality performance
• The overall performance of each department
Quality
is measured against the specified standards.
• Quality is the ability of a product or service to
• Can be obtained or achieved if all
satisfy the specific needs of consumers.
departments work together to the same quality
• It is measured against specific criteria such as standards.
physical appearance, reliability, durability,
• Quality is measured by physical product and
sustainability and after-sales service.
statistical output of processes, surveys of the
• The efficiency of services and the ability to users and/or buyers and consumers of products
provide an effective outcome without excessive and services.
delays.
Quality management systems
Quality control
• A quality management system is a framework
• A system that ensures that the desired quality that a business uses to manage key
is met by inspecting the final product to ensure organizational processes.
that it meets the required standards.
• It is a formalized system that documents
• Includes setting targets, measuring procedures, processes and responsibilities for
performance and taking corrective measures. achieving quality policy and objectives.
• Checking raw materials, employees, • Coordinate and Direct organizational activities
machinery, workmanship, production and to meet customer/regulatory requirements and
processes to ensure that high quality standards improve their efficiency and accuracy on an
are maintained. ongoing basis.
Quality assurance • It is expressed as organizational goals,
aspirations, processes, policies, documented
• Checks are carried out during and after the information and resources needed to implement
production process. and maintain quality standards in the business.
• Ensure that required standards are met at
every stage of the process.
• Processes are established to ensure that the
quality of products or services and systems
, • Productivity is increased through proper and
effective time management, and the use of
high-quality resources.
• Products and services are continuously
improved, leading to increased levels of
The differences between quality
customer satisfaction.
control and quality assurance
• Increase the ability of the business to achieve
Quality control Quality assurance their vision, mission and goals.
• System that ensures • Controls carried out
that the desired during and after the • The business has a / improves its competitive
quality is obtained by production process. advantage over its competitors.
inspecting the final
product.
• Ensure that finished • Ensure that
products meet the required standards Quality of performance/ Quality
required standards. are met at every indicators of each business
stage of the process.
• Includes setting • Building in quality function
targets and as opposed to
The quality of performance in each business
measuring checking for quality.
performance and function directly influences the extent to which
taking corrective the business can achieve quality throughout the
measures business. Every business should know the
quality indicators needed to meet expectations
and these should be communicated to all
The differences between quality employees in various departments. The
management and quality contribution of each business function to the
performance success of the business is also known as quality
indicators.
Quality Quality
management performance
• Techniques, • The overall
instruments and performance of each
GENERAL MANAGEMENT FUNCTION
methods used to department is • Develop effective strategic plans.
determine or improve measured against the
the quality of a specified standards. • Efficient allocation of organizational resources.
product.
• Can be used for • Can be achieved if • Effective communication of vision/mission
accountability within all departments work
each of the business together to the same • Set priorities for the business.
functions. quality standards.
• Aimed at ensuring • Quality is measured
that the quality of by physical
products or services product/statistical PRODUCTION FUNCTION
is consistent./Focus output of processes,
on the means to surveys of the users • Monitor processes/determine causes of
achieve consistency. and/or buyers and production problems.
consumers of
products or services • Implement quality control systems.
• Communicate roles/responsibilities to
production workers.
The benefits of a good quality
management system • Ensure high quality products/services.
• Efficient customer service is provided, leading
to increased customer satisfaction.
PURCHASING FUNCTION
• Time and organizational resources such as
finances, raw materials and labor are used • Buy raw materials in bulk.
efficiently.
• Establishing relationships with suppliers.
