Quality Control Manual

Quality Control Manual 1


Individual Project Unit 4

Quality Control Manual

For general business Products

Charlotte Valenzuela

Professor: Joshua Eaton


October 31, 2017



Table of Contents

· Introduction Page 3

· History of Quality Management Evolution

· Why it is needed

· The Role of Leadership Page 4

· Why it is a Strategic Issue

· Management as a Role Model

· New Kinds of Metrics

· General Quality Strategies and Tools Page 7

· Establishing customer expectations

· Designing quality in products

· Defining metrics

· Mistake-proofing

· Kaizen

· Six Sigma

· Quality Tactics and the Logistics and Supply Chain Function Page 9

· What tools are applicable internally?

· What tools are applicable externally with vendors?

· References Page 11



Quality management has been around since the middle ages. The underlying foundations of Total Quality Management (TQM) can be followed back to mid-1920s when quality was first connected to item quality control. This idea was additionally created in Japan in the 40s drove by Americans, for example, Deming, Juran and Feigenbaum. The concentration broadened from nature of items to nature of all issues inside an association – the beginning of (TQM). Quality Digest. (n.d).

The determination of quality of a product is by: testing to assure the product is usable, examination, as well as measurements. Total Quality Management was introduced in the 1940’s. Examinations were presently done by production personal that was in charge of assessments during certain production intervals. This would change the concentration from essentially reviewing the finished result to avoid finished result issues through early detection on the product offering. The History of Quality Management.(n.d.)

What is quality management call for? In order for daily use products need to be useable. If manufactures ceased the use of good materials and greatest production procedure, the product would not limit the amount of time the good works but also reduce the safety of using that product. For example, if a builder were to build a bridge with low quality materials that bridge would stand a high probability of being useless and dangerous to all who cross it. Mistake Proofing. (n.d.).



The Role of Leadership

Why is it a strategic issue?

Senior Administration assumes a key part in the achievement of value change programs. It is senior administration’s obligation to create programs that are useful to the association and its customers. However before there can be a fruitful senior chief, there needs to have been an effective group. The main objective of senior administration ought to be to pick the right group for the procedure that will be executed on the grounds that the correct group will display communitarian collaborations by consolidating all endeavors to influence the project to work. Editorial Board,( 2016) Various sorts of groups can be assembled in an organization. For instance; settling on whether a self-coordinated or a cross-practical group is ideal, administrators must pick the sort of group that will be the most proficient and has the dedication from the organization. As a senior chief, it will be essential that the group comprehends the vision of what they are trying to fulfill, and ought to have the capacity to take after the initiative of the senior administration. A fruitful senior chief will have a group that is totally occupied with the quality change process. Their program will be effective in light of the fact that everybody on the group will guarantee that each item that is made and discharged for the client to buy will be of value. Editorial Board,( 2016)

Management as a Role Model

The part that a senior director ought to have is one of genuine initiative. Initiative is the thing that it will take to help colleagues and different workers to have a similar enthusiasm for the quality change programs that are being set up. Senior chiefs must set good examples and have the character attributes that will motivate the group to need to do their absolute best. There will be times that they should be a faultfinder, and give the extreme learning openings so a colleague can perceive what wasn’t right and how it could be better. Additionally understanding that senior administration doesn’t simply make the program; they need to demonstrate the groups that they have confidence in the projects. At the point where everyone involved will be drawn it, they will turn out to be more connected with and take pride in what they are fulfilling.

Organizations ought to be extremely ready to embrace the positions that have been specified because of the view of the worker. On the off chance that what the worker see’s from senior administration is not the same as what is being stated, it could wind up plainly befuddling to the group or representative. Furthermore, imitating genuine administration or if nothing else perceiving how the initiative is taking care of the everyday program needs will likewise keep the colleagues or workers locked in. The worker will function admirably with their manager that they trust since they realize that their best efforts are being considered important. Workers will look to managers to engage them as opposed to controlling everything, Preparing, and instructing as opposed to directing, and constantly to demonstrate that they are additionally devoted to the procedure. Sharma, N.( n.d.)

New kinds of metric

Senior and center supervisors infer measurements that will help the business to enhance by concentrating on their people and dealing with their resources all the more effectively. Forrest, G( n.d.) When setting up the measurements, administration should consider why they are required. Keep them basic and straightforward. Actualizing measurements will dependably start with great correspondence. When planning to show the metric supervisors should share what the benefits that will be had once the measurements are set up. Before implementation of any metrics, these five steps should be followed:

1. Define the metric

2. Get buy-in from senior management and also the employee

3. Know what information is needed for the metric to be accurately recorded and how to collect it

4. Measure and share the results with the team

5. And don’t forget the “continual” improvement part. Forrest, G (n.d.)

Metrics are intended to be an instrument that will aid a business, and also the individual, to get to the following levels of value control. At the point when the colleagues or workers can see the their rewards for so much hard work whether great or small, they will be better educated on the best way to move forward or go all the way back to where it went wrong to get it corrected.






Quality Strategies and Tools

Quality Strategy Tactic Comparative Table
Tactic Definition Risks Value
1. Establishing customer expectations The value a customer is expecting from a product or service a business provides What are customer expectations? definition and meaning. (n.d.). If a customer feels that the company has cheated them in any way by selling an inferior product. The company runs a risk of losing that customer and possibly more Linton, L. (n.d.). If you sell the customer a product as they have expected and meet all obligations then the customer will become a loyal customer to the brand and name of the company
2. Designing quality Level of how effective and quality of the design of a product What is quality of design? definition and meaning. (n.d.). The quality of the product made is very important to a customer. If there is inferior workmanship the company runs a risk of losing revenue because of a rise in returned products Linton, L. (n.d.). If you make a quality product that will last a long to time for a good value then the customer and will influence them to continue to buy from you and not a competitor Linton, L. (n.d.).
3. Defining Metrics Business Metric is a quantifiable measure that is used to track and assess the status of a specific business process What are Business Metrics? Definition and 25 Examples. (n.d.). The needs and wants of a customer is how products are manufactured it you do not meet these metrics then the customer will shop some place outside of your business and your competitor will profit from this mistake Linton, L. (n.d.). Making an item based on customer’ needs will guarantee that it can be sold and make revenue for the business Linton, L. (n.d.).
4. Mistake proofing The use of any automatic device or method that either makes it impossible for an error to occur or makes the error immediately obvious once it has occurred Mistake–Proofing. (n.d.). Finding mistakes when a product is being made can save time and money. If you give a customer a broken product then that customer is very dissatisfied in the business. That will result in high returned goods and low customer satisfaction Linton, L. (n.d.). It is better to have a procedure in place to detect when a product is defective then to just wait for the customer to bring it back. If you can save the cost of the wasted product and not dissatisfy your customer you will be more profitable Linton, L. (n.d.).
5. Kaizen The practice of continuous improvement Choudhury, A. (n.d.). All businesses need to stay competitive to remain alive in business. To constantly be improving is a way to say more competitive in the market Choudhury, A. (n.d.). Improving the business will allow it to stay competitive and run more efficiently saving money and keeping customers happy Choudhury, A. (n.d.).
6. Six Sigma Is a set of management techniques intended to improve business processes by greatly reducing the probability that an error or defect will occur Graves, A. (2012, October 19). The process is complicated and time consuming. If not handled properly the company could lose revenue though the research versus gaining profit. This has been found to be truer for small business Webb, C. (n.d.). Ultimately, all of the tools and methodologies in Six Sigma serve one purpose: to streamline business processes in order to produce the best products and services possible with the smallest amount of defects Graves, A. (2012, October 19).



With each one of the strategies recorded in the chart above the one thing that is important is that the business makes a quality product for the customer so that the customer wants to keep buying from the business. With any change for a business there are and will be risks and rewards. Most all business need to seek change to grow if the business does not look to keep quality in their product then it will have a harder time being in business. All businesses have important decisions to make and those decisions affect everyone equally. If you do not make a quality product or use quality materials you run a high risk of losing a customer. If you have quality products and the products are made of quality materials then you will have a positive outcome for years to come. As I would see it no doubt the start in giving quality comes down to keeping customers and financial growth at the same equal levels so there will be a steady show of growth for the business Linton, L. (n.d.).





Quality Tactics and the Logistics and Supply Chain Function

What tools are applicable internally with vendors?

A business’s internal environment consists of such controllable variables as management structures, workforce development and the layout of operational processes Ingram, D.(2009)

Supply chain involves processing, obtaining, and the transportation of raw and finished materials. Without raw materials products can’t be made and if those items can’t be manufactured then the company can’t meet the demand of its customers. Some of the tools may include the equipment up to date and operation properly, data information that assist in the daily operations of the business. One of the other tools is the company’s employees; if the employees are trained in customer service then the team will handle all complaints with a professional approach Best Practices in Supplier Quality Management. (n.d.).

What tools are applicable externally with vendors?

External threats include new product releases from competitors and new competitors arising in the market. A range of external factors can present either opportunities or threats, depending on the specifics Ingram, D.(2009). External tools are factors outside of the business that are indirect or direct Bucki, J. (2017, April 23). Keeping competitive can be costly and profitable at the same time. The company has to conduct the proper research to find what the customers are looking for from a product. Companies have to stay competitive in the market or it will no longer be in demand.





Best Practices in Supplier Quality Management. (n.d.).





Best Practices in Supplier Quality Management. (n.d.). Retrieved October 31, 2017, from https://www.metricstream.com/insights/bestPractices_supqltymgmt.htm

Bucki, J. (2017, April 23). Measuring and Managing Vendor Quality Assurance. Retrieved October 31, 2017, from https://www.thebalance.com/vendor-management-means-quality-assurance-2533804

Choudhury, A. (n.d.). Kaizen with Six Sigma Ensures Continuous Improvement. Retrieved October 29, 2017, from https://www.isixsigma.com/methodology/kaizen/kaizen-six-sigma-ensures-continuous-improvement/

Editorial Board. (2016). Quality of Work Teams. In Essentials of Quality Management (1st ed., pp. 113-136). Schaumburg, IL: Words of Wisdom, LLC.

Forrest, G. (n.d.). The Importance of Implementing Effective Metrics. Retrieved October 15, 2017, from https://www.isixsigma.com/methodology/metrics/importance-implementing-effective-metrics/

Graves, A. (2012, October 19). Retrieved October 29, 2017, from http://www.sixsigmadaily.com/what-is-six-sigma/

Ingram, D. (2009). Internal & External Strategic Plan Development. Retrieved October 31, 2017, from http://smallbusiness.chron.com/internal-external-strategic-plan-development-12123.html


Linton, L. (n.d.). Why Is It Important for Businesses to Practice Quality Control? Retrieved October 29, 2017, from http://smallbusiness.chron.com/important-businesses-practice-quality-control-69340.html

Mistake–Proofing. (n.d.). Retrieved October 29, 2017, from http://asq.org/learn-about-quality/process-analysis-tools/overview/mistake-proofing.html

Sharma, N. (n.d.). Leadership and Characteristics of Quality Leaders. Retrieved October 15, 2017 from http://www.shakehandwithlife.in/total-quality-management/fundamentals-of-tqm/leadership-and-characteristics-of-quality-leaders

Six Sigma Material. (2017). Mistake Proofing (Poka-Yoke). Retrieved October 18, 2017

from www.six-sigma-material.com/Mistake-Proofing.html

The History of Quality Management. (n.d.). Retrieved October 15, 2017, from http://qualitymanagementsystem.com/total-quality-management/the-history-of-qualitymanagement/

Quality Digest. (n.d.). Retrieved October 11, 2017, from

http://www.qualitydigest.com/magazine/2005/oct/article/six-sigma-certification-whats- it-worth.html#

Webb, C. (n.d.). The Strengths & Weaknesses of Six Sigma. Retrieved October 29, 2017, from http://smallbusiness.chron.com/strengths-weaknesses-six-sigma-10407.html

What are customer expectations? definition and meaning. (n.d.). Retrieved October 29, 2017, from http://www.businessdictionary.com/definition/customer-expectations.html

What is quality of design? definition and meaning. (n.d.). Retrieved October 29, 2017, from http://www.businessdictionary.com/definition/quality-of-design.html

What are Business Metrics? Definition and 25 Examples. (n.d.). Retrieved October 29, 2017, from https://www.klipfolio.com/resources/articles/what-are-business-metrics

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