The Role of Quality in the Organization
- Florence Reid
Quality is…
• It’s in the feel of a well made garment in your hand.
• It is the taste and
presentation of an exquisite, well cooked restaurant meal.
• It is a school that consistently turns out students who are ready to take on the world.
KFC Meal
Quality and.…Its Role in Business
• Quality as a new competitive business weapon
• Perceived Quality• Customer driven Quality• Quality in production systems• Quality and Profitability• Quality and business results.
Quality as a New Competitive Business Weapon• Organizations everywhere are
growing increasingly conscious of the competitive potential of quality & food safety.
• Quality has become a serious business issue because standards are now contractually defined by many customers whereas previously they were vague and unmonitored
• Competition now focuses not only on price but on quality & food safety
ISO 22000
HACCP
Perceived Quality…
• Customers always make an assessment of quality based on the reputation of the firm
• Customers also expect more from these firms
Vs.
Customer Driven Quality…
• Quality is meeting or exceeding customer expectations
• Both the Internal & External Customer
satisfaction must be met
Quality in Production Systems
• Production systems convert the resources available to an organization into goods for sale.
“Rule of Thumb”
• High raw material quality, high quality out put
• Low raw material quality, low quality out put
Quality & Profitability
• Good quality can also pay off in higher profits for the business.
• High quality products can be priced higher than comparable low quality ones and yield a greater return for the same sale dollars.
Quality & Organizational Results
• Companies that invest in quality management efforts experience outstanding returns and improvements in their performance
• Quality ultimately Increases Growth Rate of Company
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Tools to Improve Quality in the Business
• Root Cause analysis tools • Data Collection and Analysis Tools • Evaluation and Decision-Making Tools• Cause & Effect tools• Process Analysis/ Process Control Tools• Project Planning and Implementing Tools• Seven New Management and Planning Tools• Seven Basic Quality Tools • Balanced scorecard
Business Quality Awards
• The Jamaica Bureau of Standards National Quality Awards
• The JEA Exporters Award• JMA Manufacturer of the year
award
National Quality AwardNational Quality Award
National Quality Award in BusinessNational Quality Award in Business
Exporters AwardExporters Award
Thank You