Lesson Presentations

For each topic/group should be submitted a 1-page report with a brief summary of
the topic assigned. (No formal structure). To be uploaded BEFORE the
presentation
–Definition. Importance, principles and benefits. (done)
–Quality Control vs Q Assurance
–Total Quality Management, Continuous Improvement
–Certifications: ISO

Quality management:
Quality management is the act of overseeing all activities and tasks that must be
accomplished to maintain a desired level of excellence. This includes the determination
of a quality policy, creating and implementing quality planning and assurance, and
quality control and quality improvement.
Importance
Quality of a product can be measured in terms of performance, reliability, and
durability. Quality is a crucial parameter which differentiates an organization from its
competitors. Quality management tools ensure changes in the systems and processes
which eventually result in superior quality products and services. Quality management
methods such as Total Quality management or Six Sigma have a common goal - to
deliver a high-quality product. Quality management is essential to create superior
quality products which not only meet but also exceed customer satisfaction. Customers
need to be satisfied with your brand. Business marketers are successful only when they
emphasize on quality rather than quantity. Quality products ensure that you survive the
cutthroat competition with a smile.
Principles of Quality Management
There are several principles of quality management that the International Standard for
Quality Management adopts. These principles are used by top management to guide an
organization’s processes towards improved performance. They include:
1. Customer Focus
The primary focus of any organization should be to meet and exceed the customers’
expectations and needs. When an organization can understand the customers’ current
and future needs and cater to them, that results in customer loyalty, which in turn
increases revenue.
2. Leadership
Good leadership results in an organization’s success. Creating a thriving company
culture provides an internal environment that allows employees to fully realize their
potential and get actively involved in achieving company objectives. Leaders should
involve the employees in setting clear organizational goals and objectives.
3. Engagement of People
Staff involvement is another fundamental principle. The management engages staff in
creating and delivering value whether they are full-time, part-time, outsourced, or in-
house. This principle also involves empowering the employees, involving them in
decision making and recognizing their achievements. When people are valued, they
work to their best potential because it boosts their confidence and motivation.
4. Process Approach
The performance of an organization is crucial according to the process approach
principle. The approach principle emphasizes achieving efficiency and effectiveness in
the organizational processes. The approach entails an understanding that good processes
result in improved consistency, quicker activities, reduced costs, waste removal, and
continuous improvement.
5. Continuous Improvement
Every organization should come up with an objective to be actively involved in
continuous improvement. Businesses that improve continually experience improved
performance, organizational flexibility, and increased ability to embrace new
opportunities.
6. Evidence-based Decision Making
Businesses should adopt a factual approach to decision-making. Businesses that make
decisions based on verified and analyzed data have an improved understanding of the
marketplace. They are able to perform tasks that produce desired results and justify their
past decisions. Factual decision making is vital to help understand the cause-and-effect
relationships of different things and explain potential unintended results and
consequences.
7. Relationship Management
Relationship management is about creating mutually beneficial relations with suppliers
and retailers. Different interested parties can impact a company’s performance. The
organization should manage the supply chain process well and promote the relationship
between the organization and its suppliers to optimize their impact on the company’s
performance. When an organization manages its relationship with interested parties
well, it is more likely to achieve sustained business collaboration and success.
Benefits of Quality Management
Quality management is essential for customer satisfaction which eventually leads
to customer loyalty. How do you think businesses run? Do businesses thrive only on
new customers? It is important for every business to have some loyal customers. You
need to have some customers who would come back to your organization no matter
what.

Quality management tools help an organization to design and create a product

which the customer actually wants and desires.
Quality Management ensures increased revenues and higher productivity for the
organization. Remove unnecessary processes which merely waste employee’s time and
do not contribute much to the organization’s productivity. Quality management enables
employees to deliver more work in less time.

Remember, if an organization is earning, employees are also earning. Employees are

frustrated only when their salaries or other payments are not released on time. Yes,
money is a strong motivating factor. Would you feel like working if your organization
does not give you salary on time? Ask yourself. Salaries are released on time only when
there is free cash flow. Implementing Quality management tools ensure high customer
loyalty, thus better business, increased cash flow, satisfied employees, healthy
workplace and so on. Quality management processes make the organization a better
place to work.

Quality management helps organizations to reduce waste and inventory. It enables

employees to work closely with suppliers and incorporate “Just in Time” Philosophy.

Quality management ensures close coordination between employees of an organization.

It inculcates a strong feeling of team work in the employees

Quality management in businesses is vital to ensure consistency in its processes, as well

as in its products and services. In business, customer satisfaction is key. As a customer’s
main concern is the quality of the products or services they purchase, the supplier’s
main goal should always be to ensure that what they produce is of consistent and fine
quality.

Quality Control vs Q Assurance

KEY DIFFERENCE

 Quality Assurance is aimed to avoid the defect whereas Quality control is aimed
to identify and fix the defects.
 Quality Assurance provides assurance that quality requested will be achieved
whereas Quality Control is a procedure that focuses on fulfilling the quality
requested.
 Quality Assurance is done in software development life cycle whereas Quality
Control is done in software testing life cycle.
 Quality Assurance is a proactive measure whereas Quality Control is a Reactive
measure.
 Quality Assurance requires the involvement of all team members whereas
Quality Control needs only testing team.
 Quality Assurance is performed before Quality Control

Total Quality Management

Total Quality Management and Continuous Improvement
(TQM) is the art of managing the entire process to achieve excellence
TQM in an organization is defined by and supports the constant attainment of customer
satisfaction through an integrated system of tools, techniques and training. TQM
focuses on continuous improvement of organizational processes resulting in high
quality products and services. The ideal goal of TQM is do things right the first time
and every time. The customer is the ultimate judge of quality.
TQM’s objective is continuous improvement of principles like customer focus, process
improvement and total involvement. Elements of TQM speak about leadership,
education and training, support structure, communications, rewards and recognition, and
measurement or metrics. 

“Quality is a lovable journey and not a destination”

Certifications: ISO
In a global marketplace, checks and balances need to be in place. Otherwise, it would be
difficult to maintain consistency and quality across industries and nations. International
standards help to keep a level playing field, and one such organization is ISO.
ISO certification certifies that a management system, manufacturing process, service, or
documentation procedure has all the requirements for standardization and quality
assurance. ISO (International Organization for Standardization) is an independent, non-
governmental, international organization that develops standards to ensure the quality,
safety, and efficiency of products, services, and systems.
ISO certifications exist in many areas of industry, from energy management and social
responsibility to medical devices and energy management. ISO standards are in place to
ensure consistency. Each certification has separate standards and criteria and is
classified numerically.