Quality Management: Implementing Quality Systems

2153 Words Apr 16th, 2011 9 Pages
Implementing quality systems

01_Introduction
A quality material, product, process, service or system is one that meets the needs of customers. Today, customers, including consumers, know what they want and can easily recognise ‘quality’. Businesses interact with a variety of customers e.g. • Internal e.g. staff who have their office cleaned, or use the canteen • Business e.g. suppliers of raw materials, stationery, transport, telecommunications • End users e.g. other firms, the government or its agents, or the general public (buyers of goods or services). Many businesses trade at local, national and international levels. To win customers’ confidence, firms need to meet the highest quality standards. Distant and local or national
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Today there is a range of internationally developed standards: European Standards (ENs), created for operations within the European Union, and International Standards (ISOs) which can be used worldwide.

1901 British Standards set up as a committee of industrialists Mainly concerned with standards for Products Materials

The British Standards Institution is funded by the government and by its commercial activities. It creates standards for

Products

Materials

Services

Management

03_Why are standards needed?
At a personal level we can see why standards are important. They provide a guarantee of safety, predictability and usability. We do not have to worry whether our electrical wiring is safe, or that a piece of paper will fit into an envelope and we can play any CD in any machine. Standards provide a safety net for many areas including clothing, food, furniture, transport and air quality. They remove anxiety for consumers by assuring the fitness for purpose of items we buy and use, as well as creating confidence in the businesses we are buying from.

• Current and Previous Case Studies • Downloads • Quizzes • Company Info • Theory

04_Implementing a quality system
The most successful modern companies manage to identify their customers’ needs and create the processes that enable the business to deliver them.

Customers Give the
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