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Hi Qualily Management Essay

4688 words - 19 pages

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Quality Managerment
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Prepared for:
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Mr.John A (Lecturer)
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...view middle of the document...

15
8. What is the value of complaint procedures for the ITP. Do they currently exist? How can they be used to improve quality of the ITP? 16
Conclusion 17
Reference 18

Summary
Management activities and functions involved in determination of quality policy and its implementation through means such as quality planning and quality assurance (including quality control). See also total quality management (TQM).(n.d.)
Quality management is a recent phenomenon. Advanced civilizations that supported the arts and crafts allowed clients to choose goods meeting higher quality standards than normal goods. In societies where arts and crafts are the responsibility of a master craftsman or artist, they would lead their studio and train and supervise others. The importance of craftsmen diminished as mass production and repetitive work practices were instituted. The aim was to produce large numbers of the same goods. Frederick Winslow Taylor a mechanical engineer who sought to improve industrial efficiency. He is sometimes called "the father of scientific management." He was one of the intellectual leaders of the Efficiency Movement and part of his approach laid a further foundation for quality management, including aspects like standardization and adopting improved practices. Henry Ford was also important in bringing process and quality management practices into operation in his assembly lines.(n.d.)

Introduction
Quality management ensures that an organization, product or service is consistent. It has four main components: quality planning, quality control, quality assurance and quality improvement. Quality management is focused not only on product and service quality, but also the means to achieve it. Quality management therefore uses quality assurance and control of processes as well as products to achieve more consistent quality.
This research helps the reader understand about :
-Discuss definitions of quality in terms of business and services provision
-Illustrate the processes of inspection and assurance
-Explain how quality management can be measured
-Explain the similarities and differences between the different methods
-Discuss what is meant by customer satisfaction
-Explain the meaning of continuous improvement
-Illustrate the type of added values to be gained
-Describe the types of information made available to customers and the importance given to effective marketing
-Evaluate the benefit of user and non-user surveys in determining customer needs
-List the methods of consultation employed in one quality scheme to encourage
participation by under-represented groups
-Identify the value of complaint procedures and analyse how they may be used to
improve quality

Main Body
Task 1
1. What is quality and how it is mesured?
Quality, in terms of business and services provision, is a highly influential parameter, since it involves the aim of customers’ satisfaction in a wide spectrum of business orientation. On the...

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