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Chapter 19
Quality control
Quality control is the checking for quality at the end of the production process, whether it is the
production of a product or a service.
A way to make sure that products get out of factory with no defects is to have a Quality Control
Department whose job is to take samples at regular intervals to check for errors .If errors or faults were
found then a whole batch of production might have to be scrapped or reworked. It would check that
quality was maintained during production of goods, try to eliminate errors before they occur, and find
any defective product before they get out of factory. Business may also use ‘mystery customer’ to test
out service if quality is as expected
Advantages
It tries to eliminate faults or errors before customer receives product or service
Less training required for workers
Disadvantages
Expensive as employees need to be paid to check product or service
Identifies the fault but doesn’t find why fault has occurred – difficult to remove the problem
Increased costs if products have to be scrapped or reworked or service-repetition
Quality Assurance
It is the checking for the quality standards throughout the production process, whether is the production of a
product or service. Its purpose is to ensure customer satisfaction, greater sales, increased added value and
increased profits. To implement quality assurance system, several aspects of production must be included.
Attention must be paid to design of product, the components and material used, delivery schedules, after-sales
services and quality control procedures. The workforce must support the use of this system otherwise it might not
be effective.
Advantages
Tries to eliminate faults or errors before the customer receives the product or service
Fewer customer complaints
Reduced costs if products do not have to be scrapped or reworked or service repeated
Disadvantages
It also means that costs will fall. It is closely liked with Kaizen and Quality circles1
In state of service, having a good reputation and recommendations by satisfied customers will help repeat
customers as well as gain new ones. Internet sites are useful ways for businesses to gain good reputation if
satisfied customers put positive reviews on the site and in contrast, Business may get bad reputation in case of
negative reviews.
1
Quality circles are where groups of workers meet regularly and discuss problems and possible solution. Workers are encouraged
to suggest new ideas to reduce waste and ensure zero defects