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Unformatted text preview: nce to use; and keeping records of maintenance. Unit 17. Measurement Control
The purpose of measurement control is to ensure that the right measuring equipment is used
to measure, within an acceptable range of precision, the conditions in which your products
are manufactured and their quality characteristics. This is essential if your products are to
meet the required standards. Unit 18. External suppliers
The quality of the products that you are selling on the market will often be determined by
other companies – your external suppliers. The raw materials and parts that you receive
from your external suppliers will have a major impact on the quality and competitiveness of
your products. Unit 19. After-sales service
Your responsibility for your products does not end when you sell them. The success of your
company depends, above all, on whether your customers are satisfied with your products.
No matter how good your quality and inspection systems are, some defective products can
always get through to your customers. This is why it is essential to have a good after-sales
service. View it positively – it can make a good impression on the customer and lead to
more orders and increased sales. Unit 20. Product design and development
Product design and development is the process of creating a new product to be sold by a
business to its customers. It involves identifying a market need, creating a product to meet
this need, and testing and improving this product until it is ready for production. It consists
of a series of activities: research, analysis, design, engineering, and building prototypes, and
then testing, modifying, and re-testing until the design is perfect. Design and development is
usually carried out by a project team, with members from both outside and inside the
company. This unit presents detailed procedures for managing the process of product design
and development. A Roadmap to Quality 4 Overview Trainer Guidelines.qxd 3/10/05 12:31 PM Page 1 Trainer
Guidelines Trainer Guidelines.qxd 3/10/05 12:31 PM Page 2 Trainer guidelines
A Roadmap to Quality is a practical training manual for implementing Total Quality
Management (TQM). In its twenty units with over 160 short texts it provides clear guidelines
for improving quality over the full range of management systems and practices. It is highly
company-centred, guiding users to apply the TQM ideas in the texts to the specific, concrete
situation in their company. Users do so in three stages with each text:
• They discuss what they are doing at present in the area dealt with in the text: the
problems they face, the solutions they have tried, the successes they have achieved.
• They discuss how they could use the ideas in the text to bring improvements to their
• They prepare an action plan for implementing their conclusions, to be presented to
decision makers in their company.
A Roadmap to Quality can be used in-house, with an internal trainer or facilitator leading
groups of employees, or by a training institute that caters for small local companies.
Participants may be senior managers, managers or general employees. A facilitator may be
any employee with a sound experience of the industry and basic facilitator skills, but without
an extensive knowledge of TQM. A training institute may use the materials to prepare
facilitators from local companies to lead groups of their fellow employees. 2. Methodology
These trainer guidelines are intended to present a general methodology which you can
adapt to your own situation, culture and training style. If you are unfamiliar with TQM you
should read the short ‘Introduction to TQM’, to get an idea of the basic concepts.
Get started – Orientation: Begin with the Orientation Questions. Their purpose is to get
your participants focused on the theme of the unit. In particular they will help them to start
reflecting on their own work situation in relation to this theme. If you are only examining one
or two texts in a unit some of the questions will not be relevant. Download the Orientation
Word file, and then edit it and print out the questions you want to use. (They can be
accessed from the link on the main index.)
Ask the questions orally, one at a time. If participants are hesitant about answering, give
them a few minutes to discuss each question together before they give their comments.
Alternatively, you may prefer to give participants a copy of the questions for the unit and let
them talk together about them before they discuss them with you. Discourage excessive
detail – this should be quite a short activity.
Then invite participants to briefly tell you their expectations of the course: the benefits they
hope to gain from it for themselves, for their department or for their company. Briefly note
these down on a flipchart or board. All these orientation activities will get participants A Roadmap to Quality 2 Trainer Guidelines Trainer Guidelines.qxd 3/10/05 12:31 PM Page 3 engaged in the course, and give you some understanding of their kno...
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- Spring '12