Quality control and quality assurance are different. The difference may be slight or great, counting on the corporate, its products, philosophies, and size. We briefly discussed the importance of quality in
Generally speaking, quality assurance encompasses the quality function and includes internal control. the standard assurance department determines which product attributes are required to satisfy customers and sets up specifications that products must meet to assure quality.
Quality control involves sampling input raw materials, work in progress, and therefore the final product. This group conducts tests to see whether the merchandise will provide the standard that customers expect.
In small companies employing 10 to twenty persons, one individual (possibly a staff engineer or chemist) may handle over one function, including quality assurance and internal control. Companies with 100 to 200 employees may have a zealous quality assurance department that will handle the standard control operation. In large operations, quality assurance and internal control people are prohibited from participating in production—manufacturing persons don’t seem to be allowed to police themselves. These companies usually operate with separate quality assurance and internal control functions.
Within an organization, differing types of products may require separate quality control and quality assurance speciaists. for instance, a company that makes pharmaceuticals as tablets and injected compounds may operate two distinct quality areas that report back to a director. While all the company’s products are subject to FDA regulations, the manufacturing processes for these products differ. Thus conventional tablet manufacture and sterile production specialists would oversee quality in their respective areas and report back to the director of quality.
In this chapter, we are going to assume that the corporate has already determined the quality attributes required to satisfy customers. we are going to discuss the quality operation because it measures and/or controls quality.
Consumer Quality Issues
Consumers determine satisfactory quality levels. for example, what determines the standard of a suit? a mixture of cloth, quality of construction, fit, appearance, and other factors. Generally, materials and workmanship exhibited within the finished product seem to work out quality for consumers. One person is also content with a $200 suit and another may purchase a $1,000 suit. Is the $1,000 suit five times pretty much as good because the $200 suit? The one who can spend $1,000 for a suit thinks so—even if the materials and workmanship of the more expensive suit don’t justify the value difference. Is a $280,000 Rolls Royce twenty times as valuable as a $14,000 Toyota? it’s to the Rolls Royce owner; otherwise he wouldn’t have purchased it. you’ll be able to buy an accurate look ahead to $100. Why would you spend $5000 on a Rolex?
If your income is at the amount of a typical Rolex buyer’s income, you may feel a $5,000 watch is well worth the price.
Quality in large part depends on customers, what they expect of the product, and more specifically, what they expect of the merchandise attributes that constitute overall product performance.
Produce the Best!
No one would argue with the statement that an organization should make the best product it can. However, that aspiration isn’t always practical.
Technical operations are closely connected to other business areas. as an example, technical areas have the responsibility of satisfying customers after marketing determines customer needs. If your company has determined that customers who fit the demographic profile to which your company is selling require a particular quality level, your product should be directed thereto quality level. Achieving the next quality level will cost more and will eventually price your product out of your required market segment. If you market cars within the under-$14,000 price range (your chosen market segment), you’re not visiting test every engine to confirm that it’ll run 300,000 miles; your customers won’t expect to drive their cars 300,000 miles. Mercedes Benz owners expect 300,000 miles of performance and also the company designs and tests its products accordingly to satisfy customers in its market segment.
The quality level sought by your customers should be known before your product goes into production. Quality requirements may have to be adjusted somewhat if they either can not be met or are met too easily.
Customer Service
Service to customers usually extends beyond the acquisition. Anyone who has purchased a contemporary electronic product, like a wise phone, knows that the truth is way more complicated. you buy an item advertised as “user friendly” and assume it’ll be easy to control. The set-up required to enable the device to function is challenging and therefore the 400 page manual is cumbersome. You call the customer service number and learn that each one representatives are busy…. After an extended wait, someone answers; you explain the problem; you’re remarked another department. you’ll be transferred (and face another wait while you “hold”) or must hang up and call another number. When the second person refers you back to the primary, you realize you’re in an endless loop. you will have purchased a top quality item, but it’s useless without genuine customer service. the problem of using the merchandise and lack of customer service indicate your purchase isn’t a high quality product.
Antivirus programs for computers function another example of this dynamic. After you purchase one and install it, it blocks way more than viruses; it blocks the programs you wish. you wish to contact customer service to resolve the matter and learn the sole thanks to contact the company is once you receive a service renewal notice. Learn what to not do from these examples. after you design a product, ensure quality from design through production and supply aftersale service.
When you buy an outsized ticket item sort of a car, ask the salesperson for the customer service number. within the presence of the salesperson, call the amount (if you’re placed on hold before the acquisition, imagine the treatment you may get after you purchase the product). As you call, note the salesperson’s face expression. it’s going to indicate fear of losing a purchase or it should change to a confident smile. The salesperson knows the extent of customer service you’ll expect. this kind of call can make your decision easy.
