Today's consumers are demanding high degrees of quality, at fair prices, with speed in delivery and above all with a good level of service, by offering quality we must give added value to exceed customer expectations in the face of the competition so that we differentiate ourselves in the offer. Total quality is common sense, it is doing so as not to repeat, things is doing for the client, who is the one that moves the processes and defines quality in terms of aptitude for use and satisfaction of their needs.
Quality control, a process followed by a business company to ensure that its products or services meet the minimum quality requirements established by the company itself. With the Optimal Quality Management (or administration) policy (GCO), the entire organization and activity of the company is subject to strict quality control, both for the production processes and for the final products.
In the case of the production of goods, the GCO implies that both the design, production and sale, the quality of the materials used and the processes followed conform to quality standards established in advance. Sometimes this pattern is defined by law; for example, legislation relating to safety and materials used in the manufacture of toys, or legislation regulating polluting emissions from cars. The requirement of a higher or lower quality depends on many factors. The longer the life of the product, the lower the sales, because consumers will not have to buy it again, so the quality is usually lower.
The importance given in recent years to quality control is a response to Japanese competition based on quality. However, it was an American economic adviser, W. Edwards Deming, who pointed out that "the consumer is the most important part of the production line," and who taught the Japanese about the various methods of quality control. Another American, Joseph Juran, also played a crucial role in promoting the idea of quality monitoring and creating control methods. Among the steps it established to control quality, the following stand out: the importance of promoting the idea of the need for strict quality control; the search for improvement methods; the establishment of quality objectives and the application of all kinds of measures and changes in order to achieve these goals; the need to engage workers in achieving higher quality through professional training, communication and learning programs,as well as the review of production systems and processes in order to maintain the quality level achieved.
The enthusiasm created around the idea of a GCO during the 1980s has had as a first effect that companies have among one of their priority objectives quality control, and secondly it has managed to eliminate the leadership in quality of the companies. Japanese companies. Indeed, a recent study carried out by the universities of Boston and Waseda, in Tokyo, and the European Institute of Business Administration, shows that some US companies outperform Japanese companies. Efforts to increase quality may be incompatible with other company objectives as companies contrast the highest quality objective with other goals, such as the need to reduce costs.
WHAT DO WE DO QUALITY?
- In the administration of the company In the products or services offered In individual behavior in working life In our interpersonal relationships In the performance of the company In the image of the company In the promotion of products or services
LET'S REMEMBER
TOTAL QUALITY IS EVERYONE'S AFFAIR IN PARTICULAR.
IF THERE IS NO QUALITY IN YOUR PERSONAL AND FAMILY LIFE…
YOU CANNOT SAY THAT IT HAS QUALITY IN OTHER ACTIVITIES.
Total quality ensures that all products and / or services are achieved in an optimal way, however this goes further, it is a business philosophy and a way of thinking and working for everyone in a company. Its objective is the continuous improvement of all processes, with a protagonist; the human person. What is the beginning and end of the organization. People are those who produce, who make quality, who innovate and who produce for the customer. Total quality is not a program that is undertaken and has an end, it is a process that begins and does not end because the quality of products and / or services will always be SUSCEPTIBLE OF BEING IMPROVED.
To initiate total quality, senior management must lead the process seeking excellence, middle managers must be consistent with the directives emanating from the management, must establish a commitment, exercise leadership, carry the message of continuous improvement and make the apostolates of the total quality. The different levels will practice the facts that lead to the realization of quality.
Quality is not made with orders, nor with inspection, it is done with education, training, and everyone's participation. It is an educational process that begins with education, continues with education and is always education.
"TRAIN ALL THOSE WHO DO QUALITY"
The mistake of not knowing who does the quality is everyone's problem and this implies training at all levels. We all do quality in the organization.
REMEMBER QUALITY STARTS WITH YOU
WE DO QUALITY WHEN WE SATISFY THE CUSTOMER
Satisfying customer needs is the key to the survival of organizations, it allows us to achieve the profitability expected by shareholders and ensures market share, earning the customer's preference for our products. To achieve this, we must change the way the company is managed, evolving towards teamwork, motivating employees to change their way of thinking about the work they do, involving them in decision-making processes and generating greater commitment on the part of these.
Total quality is a managerial style and a philosophy based on respect for the human person, the development of creativity, customer orientation, the use of statistical techniques, continuous improvement of technology. Seeking the elimination of reprocessing waste to improve productivity and competitiveness.
Quality includes the following aspects:
QUALITY OF THE WORK OF EACH MEMBER OF THE ORGANIZATION
COST QUALITY
DELIVERY QUALITY
SECURITY QUALITY
QUALITY IN THE MOOD OF EMPLOYEES
QUALITY IN THE ADMINISTRATION OF THE COMPANY
The objectives of continuous improvement are:
- Tackle tomorrow's problems Maintain competitive level Produce customer demand Stimulate creativity Achieve long-term goals
APPROACHES TO QUALITY CONTROL
THE 14 STEPS OF E. DEMING
- Consistency in the purpose of permanent improvement Adopt the new philosophy Do not depend on mass inspection Do not award contracts based on price Improve the production and service system Institute training in processes Establish leadership Eliminate fear Eliminate barriers between the organization's units Eliminate slogans that are not met Eliminate quotas, manage by numbers Eliminate barriers to pride in a good job Establish vigorous education and training programs Make everyone work for transformation
THE 10 STEPS OF JURAN
- Awareness of need and opportunity Setting objectives Organization Training Carrying out projects Reporting progress Giving recognition Communicating results Accounting for achievements and failures Quality as part of normal processes
THE 14 STEPS OF CROSBY
- Management Commitment Building Improvement Teams Quality Measurement Cost Assessment Quality Awareness Corrective Action Zero Defect Program Training Establish Zero Defect Day Goal Setting Elimination Cause Of Error Recognition Quality Tips Do It Again
THE EAFIT MODEL
- Training of the management group Management adoption of total quality Management communication of the decision Determine the coordinator of the logistics process Initiate mass training Include quality in the mission and disseminate it Standardization and standardization of requirements Retraining of the management group Establishment of the cost system Establishment of the quality audit system Use of quality as a concept normal
THE IGOR MODEL
- The worker must know what is expected of him He must be taught how to do it, trained and trained properly Give him the physical and mental tools Define a measurement model clearly defined and understood by the worker Define a model of rewards Have an open management system that allows communication to flow Establish a participatory management system in a timely manner Create a climate of well-being for all staff that maintains high morale and motivation levels Create a permanent feedback system on the process with key indicators of success
QUALITY POLICIES
Quality is the adaptation to specifications that the product must meet to adapt to the customer's needs. When designing a product, the tastes and needs of the client must be known; as well as the limitations of the production process to develop a set of optimal specifications.
The quality function of a company is made up of a set of responsibilities that ensures that products are obtained at optimal levels.
A modern and well-organized company must have a quality policy that includes:
- The quality objectives for each area of activity of the company A structure of trained people Action programs to achieve the objectives A sufficient budget to carry out the programs
Quality policies must take into account:
- Business policies that integrate internal customers and suppliers in quality improvement Policies of human talent applying excellent management techniques to obtain high levels of efficiency and quality Production policies for compliance with specifications and standards of each product and each process. Policies with external clients to provide confidence by complying with the conditions of sale and offering an adequate service. Compliance policies to ensure compliance with inventory specifications.
