The science of quality
Quality is the simple science of fact-based decision making. This ‘quality space’ supports and fortifies business operations at three levels - Quality Control, Quality Assurance, and Quality Management. But what do each of these mean? And how do they differ? This article will shed some light on those questions.
Quality Control
The first level of business performance measure is Quality Control. This uses data capture or a briefing protocol to record the client’s requirements. Most businesses have a process in place to gather the details needed to provide a quote. The measure of accountability at this level is asking whether the end product meets each requirement. Does it or doesn’t it? If it does, it receives a big green tick. Alternatively, it gets a big red cross - with vital adjustments to follow.
Quality Assurance
Quality Assurance is the second level - and ensures the business has the processes and systems in place so it can consistently deliver on its commitment to the client. Success here involves answering the question of whether the solutions repeatedly deliver on the promise. Your ideal answer should be - “It always does”.
Quality Management
The third level is Quality Management. This level examines all of the processes and systems within the business to assess maximum productivity and efficiency. As technology changes and new methodologies are recognised, this is a practice every business should engage in regularly. This is about ensuring that “What is, is best”. Quality management is not about doing things “because that’s how we’ve always done it.” If the processes and systems work effectively and suit the needs for everyone involved, then they can stay. Otherwise, it’s time to take action.
The Widget Example
Imagine a business which delivers 6cm green-widgets. Quality Control is exemplified by the person sitting at the end of the production line, ticking off each piece as being a 6cm green-widget. This is an important part of any quality process as it stops anything that isn’t a 6cm green-widget from getting to the customer. However, it can also be very expensive. Quality Assurance is where the business structures all of its processes, from start to finish, to ensure quality is inherent at every step. This means anything more or less than 6cm - or any colour other than green - would not be possible to be produced in the first place. Quality Management offers continuous improvements and assessments. It would inquire if how the widget is made is the best process, if 6cm is the ideal size, and whether green is what the market really wants.
The Game Changer
One essential aspect of any business solution – which is a game changer when it comes to delivering quality – is whether an item is “fit for purpose”. For example, a brown paper bag has the exact same function as a Louis Vuitton handbag. They both carry ‘stuff’. Let’s say you go into a local milk bar and order a Vegemite sandwich. If the staff member puts your sandwich into the brown paper bag, it costs you $2.50. But if they put it into a Louis Vuitton handbag, it’s $4,002.50. Both serve the same function of carrying your sandwich from point A to B, and are quality products within their own scope. However, as the brown paper bag is inexpensive, disposable, and recyclable – but the LV bag isn’t – it is fit for purpose and therefore a far better quality solution.
Is there a similar situation occurring at your workplace?
Our Quality Assurance space
Quality Assurance is the space where we shine - via supporting our clients through an ISO 9000 certification. This middle level is the linchpin of the other two, because as part of creating robust systems for your business, we ensure you have the right Quality Control measures in place. The continuous review and improvement, as required for Quality Management, becomes an inbuilt part of your business processes too.
Book a call with me now to discuss your quality journey.