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Prof. Rushen Chahal
Prof. Rushen Chahal
Quality, Operations and
Benchmarking
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Prof. Rushen Chahal
Quality and Strategy
Good quality can be a source ofcompetitive advantage
In todays world, TQM may be necessary
in order to undertake any growth strategy
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Prof. Rushen Chahal
Why is Quality a Concern?
Gives competitive advantage
Encourages return
purchases
Provides customer with
information and builds
consumer confidence in the
brand
Reduces costs incurred in
solving post sales problems
Helps improve efficiencyIf quality control breaks down the cost can be
severe.
Title: Cumbrians Continue to Cope With UK's Foot and Mouth Epidemic.
Source: Getty Images, available from Education Image Gallery
(http://edina.ac.uk/eig)
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Prof. Rushen Chahal
A Key Concept: Kaizen
Originating in Japan
Focuses on:
Continual improvement
Small, gradual changes
Involving all employees and all areas of
business of the organization
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Prof. Rushen Chahal
Quality Control
The responsibility of every member of theworkforce for the quality of products and
services provided by the business.
Emphasis on reducing defects, etc. beforeit gets to the final stage of production and
certainly to the consumer.
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Prof. Rushen Chahal
TQM (Total Quality Management)
Name given to quality control
Features of TQM:
Quality Circles meetings of relevant workers to discuss
issues relating to maintenance and improvement of quality inthe business may also double as a form of empowerment
and motivation.
Statistical Process Control statistical data generated to
inform the evaluation of processes within the business.
Zero defects systems in place to ensure that no productleaves the business with a defect important in building
supplier relationships, image, reputation.
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Prof. Rushen Chahal
Oaklands Model for TQM
Teams
Systems Tools
Processes
and Customer Supply
Chain
CultureCommunication
Commitment
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Prof. Rushen Chahal
Quality Assurance
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Prof. Rushen Chahal
Quality Assurance
The process whereby quality is at theforefront of every stage of the
development, design, marketing,
manufacturing and selling process. Quality is influenced by the internal
philosophy of the business and the
external influences
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External Agency Regulation
ISO International Organisation for Standardisation ensure
compatibility, quality and conformity. ISO 9000 and ISO
14000 set standards on quality and the environment.
Consumers Association produces the magazine Which
and provides surveys to inform consumers about quality andvalue for money of competing products.
British Standards Institution (BSI) The Kitemark and the
CE mark are both important standards of quality. The CE
mark confirms the product meets EU directives.