Principles Of Management – WGU – BS – Business – CH5 -Total Quality Management
3.Develop Measures and Metrics to Track CSF Data 4.Identify Key Customer Group 5.Solicit Customer Feedback 6.Develop Survey Tool 7.Survey Each Customer Group 8.Develop Improvement Plan 9.Resurvey 10.Monitor CSF 11.Incorporate Satisfaction Data into Marketing Plans 12.Technology
Many people get confused between quality control (QC) and quality assurance (QA). Let’s take a look at quality control function in high-level.
As we have already discussed, organizations can define their own internal quality standards, processes and procedures; the organization will develop these over time and then relevant stakeholders will be required to adhere by them.
The process of making sure that the stakeholders are adhered to the defined standards and procedures is called quality control. In quality control, a verification process takes place.
Certain activities and products are verified against a defined set of rules or standards.
Every organization that practices QC needs to have a Quality Manual. The quality manual outlines the quality focus and the objectives in the organization.
The quality manual gives the quality guidance to different departments and functions. Therefore, everyone in the organization needs to be aware of his or her responsibilities mentioned in the quality manual.
Quality Assurance is a broad practice used for assuring the quality of products or services. There are many differences between quality control and quality assurance.
In quality assurance, a constant effort is made to enhance the quality practices in the organization.
Therefore, continuous improvements are expected in quality functions in the company. For this, there is a dedicated quality assurance team commissioned.
Sometimes, in larger organizations, a ‘Process’ team is also allocated for enhancing the processes and procedures in addition to the quality assurance team.
Quality assurance team of the organization has many responsibilities. First and foremost responsibility is to define a process for achieving and improving quality.
Some organizations come up with their own process and others adopt a standard processes such as ISO or CMMi. Processes such as CMMi allow the organizations to define their own internal processes and adhere by them.
Quality assurance function of an organization uses a number of tools for enhancing the quality practices. These tools vary from simple techniques to sophisticated software systems.
The quality assurance professionals also should go through formal industrial trainings and get them certified. This is especially applicable for quality assurance functions in software development houses.
Since quality is a relative term, there is plenty of opportunity to enhance the quality of products and services.
The quality assurance teams of organizations constantly work to enhance the existing quality of products and services by optimizing the existing production processes and introducing new processes.