Page 106 - DMGT206_PRODUCTION_AND_OPERATIONS_MANAGEMENT

Unit 5: Quality Management

Quality control should constantly monitor performance for compliance with the original design Notes
standards. As inspection and monitoring constitute a post mortem judgment, the effectiveness
of quality control is based on identifying where performance falls short of the standard, and put
into action plans to deal quickly with the problem. Procedures and records that are essential
should be readily accessible by the people who need them and those that add no value should be
abandoned. All efforts have to be made to put the system back into a state of ‘control’, i.e., the
way it was designed to operate, with the least number of defects possible.
In service organizations, controlling costs becomes more difficult due to nature of the product.
Additional measures have to be taken often to ensure that quality is under control.

Example: Jet Airways not only benchmarks its services, but in order to be able to control
its quality control program it has incorporated the following features into it:
 Quality awareness programs for all staff,
 Outstation audits (in-flight and airport),

 Quarterly customer feedback workshop,
 Review of standards (minimum/competitive world-class),
 External measurement of quality.
There are a number of methods to reduce inspection costs.

 Inspection costs can be reduced by using statistical sampling inspection.
 Another option is to increase mechanization and automation of the processes and especially
of the inspection procedures.

 Electronic controls are often used to stop a machine and reset it when it gets out of
adjustment. This often makes inspection redundant.
The objective should be that the solution reflects a systems approach and provides effective
quality control.

5.5.2 Zero Defect Concept

Zero Defects, initiated by Philip Crosby, is a business practice which aims to reduce and minimise
the number of defects and errors in a process and to do things correct the first time. The final aim
will be to reduce the level of defects to zero. However, this may not be possible and in practice
and what it means is that everything feasible will be done to eliminate the likelihood of errors
or defects occurring. The in general effect of achieving zero defects is the maximisation of
profitability.

More recently the conception of zero defects has lead to the creation and development of six
sigma pioneered by Motorola and now takes on worldwide by many other organisations.

How can it be used?

The concept of zero defects can be basically utilised in any situation to improve quality and
reduce cost. Though it doesn’t just happen, as the right conditions have to be established to allow
this to take place. A process, system or technique of working has to be established which allows
for the achievement of zero defects. If this process and the connected conditions are not created,
then it will not be possible for anyone involved in the process to attain the desired objective of
zero defects.

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