Copyright © 2013 Pearson Education, Inc. Publishing as Prentice Hall. Copyright © 2013 Pearson Education, Inc. Publishing as Prentice Hall.

Chapter 1:

Understanding Quality

Assurance

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Quality Assurance and Audit

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Key Objectives:

Understanding the context: Quality System

Model

Understanding the context: The three spheres

of Quality

Quality Assurance

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Quality Assurance – The Context

Quality

System

Model

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Quality System Model

People

People represent the core of the firms

capabilities

For a quality system to function effectively

employees must understand that they are

integral to the system

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Quality System Model

Organizational learning and knowledge

Knowledge is the capital that fuels

outstanding quality results

Outstanding customer service results from

providing employees with outstanding training

and knowledge

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Quality System Model

Culture

Attitudes towards change

Presence or absence of fear

Degree of openness

Fairness

Trust

Employee behavior at all levels

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Quality System Model

Closeness to Customers

Companies that value knowledge will gather

data about customers and will study and

understand customer needs

Customer retention is closely related to

profitability

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Quality System Model

Information and Finance

Well-designed information systems … become

the institutional memory for customer needs

Financial resources are needed to provide the

infrastructure and services that customers want

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The Three spheres of Quality

Quality planning and management

Quality assurance

Quality control

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Quality Assurance – Internal Validation

Simple Self

Assessment

Tool

(1 of 3)

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Quality Assurance – Internal Validation

Simple Self

Assessment

Tool

(2 of 3)

Copyright © 2013 Pearson Education, Inc. Publishing as Prentice Hall.

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Quality Assurance – Internal Validation

Simple Self

Assessment

Tool

(3 of 3)