Comprehensive Quality Management Systems and Standards

Comprehensive Quality Plan

Definition: The structure, responsibilities, activities, resources, and procedures which ensure that products, processes, or services meet the requirements of Quality.

Elements of a Quality System

• 1) Organization: Clearly defined responsibilities.
• 2) Project and Product Launch: Ensure from the start that the project is able to satisfy the customer.
• 3) Purchases and Suppliers: Establish procedures to ensure quality providers meet the requirements.
• 4) Manufacturing: Meet the specifications in plans to manufacture and control.
• 5) Quality Control: Ensuring that the quality system works as expected.
• 6) Handling, Storage, and Transportation.
• 7) Support and Customer Service: The client must have sufficient information for the proper use of the product and receive advice otherwise.
• 8) Other: Material testing, analysis of returns, and complaints.

Quality Manual and Policy

The Quality Manual covers all the rules and procedures followed in the company to ensure quality. As a starting point, the base document is the Quality Policy.

Costs of Quality

1. Cost of prevention.
2. Costs for evaluation.
3. Failure costs (internal and external).

The Concept of Quality

• 1) ISO Definition: ISO defines quality as the feature set of an entity that confers the ability to satisfy identified and implicit needs.
• 2) UNE Definition: The UNE defines quality as the degree to which a set of inherent characteristics fulfills requirements.

Achieving Quality Standards

Quality is only achieved with clear specifications and carrying out the same scrupulously, well-considered projects, manufacturing processes appropriate to the product, and packaging and transport that does not degrade the item, alongside good after-sales service.

Quality Requirements and Competitiveness

Quality requirements for being given the EEC (standardization, certification, inspection, testing) define the company-client relationship.

Company Competitiveness Levels

1. Minimum level.
2. Competitive.
3. Above: Technological innovation where new quality has no competition.

Evolution of Quality Management

• 1) Inspection (1930s): Ensure you get quality by selecting when defects occur; corrective measures to avoid repetition.
• 2) Process Control (1940s): Acting before problems occur by reducing dispersion.
• 3) Integrated Quality Control (1960s).
• 4) Total Quality: Considering the quality of all activities of the company. Quality is everyone's responsibility. The human factor is essential (training, motivation), involving participation, information, communication, and an attitude of preparedness for correction. This stage introduces the figure of the internal customer (the person in the company who will receive the results of our work).