Quality Management: Evolution and Customer Satisfaction
Classified in Other subjects
Written at on English with a size of 3.71 KB.
Introduction to Quality Management
**Quality Evolution**. The concept of quality has always existed. Initially, artisans crafted final products from raw materials, guided by their own ideas. The Industrial Revolution followed, bringing with it "Taylorism." This led to increased productivity but decreased quality. A lack of competition meant quality was not a primary concern. Consumers had limited choices and often had to accept lower-quality products.
As competition emerged, quality became a differentiator, leading to the introduction of quality inspectors. Here's a breakdown of the evolution:
1. Product Inspection (1920s)
This initial phase focused on separating acceptable products from defective ones. Two primary methods were used:
- 100% Inspection: Every manufactured product was individually inspected. While thorough, this method was very expensive.
- Sampling: A representative sample from the production batch was inspected. If the sample met quality standards, the entire batch was deemed acceptable. This was a more cost-effective approach.
2. Process Control (1950s)
Over time, the realization grew that product quality stemmed from the manufacturing process itself. Companies began implementing process control and error-proofing systems like "Poka-Yokes." Poka-Yokes are mechanisms designed to prevent errors during the production process.
3. Integral Quality (1970s)
The focus expanded beyond the product and process to encompass the entire business, including design, production, purchasing, and distribution.
4. Total Quality (1980s-1990s)
Today, companies employ a global management model, paying attention to everyone involved in maintaining quality. The product is compared to the model, and if it matches, it's considered acceptable. The ultimate goal is customer satisfaction.
What is Quality?
Quality is satisfying the requirements of the customer, now and always.
Requirements:
- Measurable: Requirements must be quantifiable. Subjective terms like "good" are insufficient. Measurable metrics are needed to define quality.
- Compulsory/Desirable: Compulsory requirements are mandatory; their absence renders the product unacceptable. Desirable requirements are preferred but not essential.
Customer:
- External: The purchaser.
- Internal: Employees within the organization.
Now and Always:
- By monitoring.
- Through continuous improvement.
Customer Requirements: The Customer Satisfaction Cycle
- Understand the Customer: Begin by thoroughly understanding the customer's needs, specifications, and goals.
- Measure Satisfaction: Assess quality and analyze the results.
- Orient the Company Towards the Customer: Align the company's operations with customer preferences.
If customer dissatisfaction arises, the cycle restarts. The company must re-evaluate customer needs and adjust its objectives accordingly. If successful, the focus shifts to further product improvement.
Continuous Improvement
Why is continuous improvement necessary?
- We operate in a dynamic environment.
- Customer needs evolve, including price and quality expectations.
- Competition is intense.
- The market is international.
- There are rapid changes in new product offerings.
Conclusion: Stagnation is not an option. Embrace the necessity of change.