Quality Assurance in Business: Roles, Costs, and Certification
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The Role of Quality in a Company
What is the Purpose of Quality in a Company?
Quality and continuous improvement are fundamental to the functional organization of a company.
Whose Responsibility is the Quality Function?
The Chief of Maintenance often plays a key role in quality assurance.
Professional Profile for Quality Responsibility
A role responsible for quality requires basic training, especially in hotel service companies.
Who is Entrusted with the Role of Quality?
The Head of Customer Service is often entrusted with the role of quality.
Quality as a Major Objective
The primary objective of quality is the total satisfaction of every internal customer.
Defining Each Workstation
Each workstation in a company is defined by its functions.
Costs Associated with Quality
Non-Compliance Costs
Non-compliance costs are those caused by failures or defects.
Internal Costs
Machine breakdowns are considered internal costs.
Types of Abnormalities
Abnormalities can be categorized into different types of costs.
External Abnormality Cost
A product return is an example of an external abnormality cost.
Purpose of Compliance Costs
The purpose of compliance costs is to avoid any defects or faults in production.
Quality Certification and Accreditation
Purpose of AENOR
The purpose of AENOR is to improve the quality and competitiveness of enterprises and protect the environment.
Key Certificates Issued by AENOR
AENOR issues certificates for products, quality systems, and environmental management systems.
National Accreditation Body: ENAC
The National Accreditation Body in Spain is ENAC.
Quality Infrastructure in Spain
AENOR is a key organization representing the quality infrastructure in Spain.
AENOR as a Certification Body
AENOR is a certification body in Spain, but not the only one.
Role of ENAC
ENAC is an awarding body.
Obtaining Business Registration Certificate
The Spanish business registration certificate can be obtained by submitting a request to ENAC.
Accredited Industrial Calibration Laboratories
Accredited industrial calibration laboratories ensure uniformity, traceability, and the reliability of measurement results.
International Standards Body: ISO
A testing laboratory seeking accreditation must apply to the relevant body, such as AENOR, following ISO standards.
Total Quality Process and the European Excellence Model
Impact of Total Quality Process
The total quality process affects all business functions.
Continuity of Total Quality Process
The total quality process never ends; it is continuous.
Economic Performance in Total Quality
Economic performance is fundamental and one of the goals of a total quality process.
Key Factor for Success in Total Quality
A key factor for success in the total quality process is implication from the leadership.
Customer Perception of Quality
The degree of perception that the customer has regarding meeting the specified quality requirements is crucial.
Customer-Supplier Relationship within the Company
The customer-supplier relationship within the company is the relationship between departments exchanging goods, services, or information.
Key to Continuous Improvement
One of the keys to a process of continuous improvement is outcome measurement.
Structure of the European Excellence Model
The European Excellence Model is divided into nine criteria.
Grouping of Criteria
The criteria of the model are grouped into agents and results.
Leadership in the European Excellence Model
Leadership is a criterion that belongs to the results category.
Evaluation in the European Excellence Model
In the European Excellence Model, both agents and results are evaluated equally.