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

A

B

Gro

wth

Incr

ease

s W

ith

Qu

alit

y

HQ ProdLQ Prod

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