Ow standard of excellence of something often

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or implied needs. (OW) ‘standard of excellence of something’ often explained as the ‘best’ Challenging: Quality management is challenging: Many definitions of quality Quality is subjective Perceptions are variable Depends on many factors Expectations change with time & experience ‘Gaps’ between expectations & perceptions customer evaluate p/s all the time, and ensuring every single p/s is up to standard is extremely difficult. It require ‘zer0 defects’ To assure quality: Quality Assurance, Quality Control, Quality Inspection, TQM QI: take place after the product has been produced. ’shop floor activity’ (house-keeping department) eg after a room attendant has cleaned the room, the floor supervisor goes around to check if the room meets requirement.
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QC : Processes designed to monitor production or operations in order to maintain control Features to be monitored- the actual outcome and the process of working practices employed. Errors can be detected earlier in the total process. (Mystery shopper, quality inspector, quality audits by management) QA: The design of production or operations in order to maintain quality Designed to ensure that errors do not occur in the first place - (get it right first time) Based on a set of quality standards which each department of the company adopts Business relationships can therefore be built with confidence if partners have an approved QA system in place Total Quality Management Adoption of quality assurance at all levels of the organisation Includes: all parts of the organisation all staff in the organisation customers & suppliers all systems that can affect quality
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