Lesson 1, Topic 1
In Progress

4.5. Non-conformances are recorded and corrective actions negotiated according to organisational requirements

ryanrori January 11, 2021

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Quality Management can help your business:

.    Provide a clear business focus

.    Improve efficiency

.    Increase customer satisfaction

.    Improve communication

.    Increase cash flow and the potential for profit.

Why are systems necessary to monitor management of quality?

Quality systems force us to decide on a standard of quality for our product/services. If there were no or poor standards, we would soon notice. Standards make an enormous contribution to most aspects of our lives – although very often, that contribution is invisible. It is when there is an absence of standards that their importance is brought home. For example, as purchasers or users of products, we soon notice when they turn out to be of poor quality, do not fit, are incompatible with equipment we already have, are unreliable or dangerous. When products meet our expectations, we tend to take this for granted. We are usually unaware of the role played by standards in raising levels of quality, safety, reliability, efficiency and interchange ability – as well as in providing such benefits at an economical cost.

Systems Associated with the Management of Quality

  1. ISO 9000 Series

ISO (International Organisation for Standardisation) is the world’s largest developer of standards. Although ISO’s principal activity is the development of technical standards, ISO standards also have important economic and social impacts. The International Standards that ISO develops are useful in industrial and business

organisations of all types, to governments and other regulatory bodies, to trade officials, to conformity assessment professionals, to suppliers and customers of products and services in both public and private sectors, and, ultimately, to people in general in their roles as consumers and end users.

ISO standards contribute to making the development, manufacturing and supply of products and services more efficient, safer and cleaner. They make trade between countries easier and fairer. They provide governments with a technical base for health, safety and environmental legislation. They aid in transferring technology to developing countries.

ISO standards also serve to safeguard consumers, and users in general, of products and services – as well as to make their lives simpler. When things go well – for example, when systems, machinery and devices work well and safely – then often it is because they conform to standards. And the organisation responsible for many thousands of the standards which benefit society worldwide is ISO.

The SABS in South Africa is a member of ISO.

The ISO 9000 family is among ISO’s most widely known standards ever. ISO 9000 standards are implemented by various organisations in 152 countries. It has become an international reference for quality management requirements in business-to-business dealings. The ISO 9000 family is primarily concerned with “quality management“. This means what the organisation does to fulfil:

“ The customer’s quality requirements, and

“ Applicable regulatory requirements, while aiming to enhance customer satisfaction, and

“ Achieve continual improvement of its performance in pursuit of these objectives.

2       Quality Assurance

Quality assurance is about how a business can design the way a product or service is produced or delivered to minimise the chances that output will be sub-standard. The focus of quality assurance is, therefore on the product design/development stage. Why focus on these stages? The idea is that if the processes and procedures used to produce a product or service are tightly controlled then quality will be “built-in”.  This will make the production process much more reliable, so there will be less need to inspect production output (quality control).  Quality assurance involves developing close relationships with customers and suppliers. A business will want to make sure that the suppliers to its production process understand exactly what is required and deliver.

3       Quality Control

Quality control is the traditional way of managing quality. It is concerned with checking and reviewing work that has been done. For example, this would include lots of inspection, testing and sampling. It is mainly about “detecting” defective output rather than preventing it.  Quality control can also be a very expensive process. Hence, in recent years, businesses have focused on quality management and quality assurance.

4       Total Quality Management

Total quality management (TQM) is a modern form of quality management. In essence, it is about a kind of business philosophy that emphasises the need for all parts of a business to continuously look for ways to improve quality. TQM is a structured system for satisfying internal and external customers and suppliers by integrating the business environment, continuous improvement, and breakthroughs with development, improvement, and maintenance cycles while changing organisational culture. One of the keys to implementing TQM can be found in this definition. It is the idea that TQM is a structured system. In describing TQM as a structured system, I mean that it is a strategy derived from internal and external customer and supplier wants and needs that have been determined through Daily Management.  Pinpointing internal and external requirements allows us to continuously improve, develop, and maintain quality, cost, delivery, and morale. TQM is a system that integrates all of this activity and information. When all of its elements are implemented properly, TQM is like a well-built house. It’s solid, strong, and cohesive. If TQM is not planned for and implemented correctly, it will be structurally weak and will probably fail.

Continuous Improvement

Continuous improvement is the ongoing effort, whether through incremental steps or breakthrough progress, to improve products, services, or processes. It is characterised by having all employees involved, producing daily improvement, focusing on product characteristics and by being evolutionary rather than revolutionary