So what is quality? - Chartered Quality Institute

So, What is Quality?
What is Quality?
So, what is Quality?
Everything includes some aspect of design and all designs should establish Quality
Requirements / Expectations:
• Component Selection / Reliability
• Look and Feel
• Exclusivity / Value for Money
We often use the word “Quality” in our every day life and quite often it relates to
something being exceptionally good i.e.
• A “Quality” meal
• A “Quality” Car
• Barcelona FC are a “Quality” side
Quality quite often relates to something you are prepared to pay extra for or has
We quite often use the phrase “poor Quality” or “good Quality” but what does “Quality”
actually mean?
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So………… What Is Quality?
So, what is Quality?
Quality has many connotations but is often best described
as “no surprises”….ie compliant with requirements or fitness
for purpose'.
Are you happy paying for “bells and whistles” that you don’t
really need or for the highest ‘quality’ every time?
For many, its about giving the customer (internal or external)
“a little bit more” than they expected – but how do we make
that happen?
Quality is a multi-faceted concept; different dimensions of
quality will be important to different users.
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Quality Definition – Some terms you may hear?
So, what is Quality?
Quality Assurance
• This is the prevention of defects before they
– Following a recipe
– Ensure the cake we bake is perfect first time
and every time
Small upfront cost but zero scrap
Quality Control
• This is the detection of defects after the event
– Implement an untried / unproven method
– Estimate the relative amount of eggs, flour and
water and bake it
– Check to see if you have something edible
No upfront cost but many cakes thrown away.
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Which of these are quality products?
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Quality is Central
Quality is Central to
protecting and enhancing
the “Brand Reputation”
Quality issues can have a
huge impact on profitability
and in the worst cases even
the survival of a Business
How do organisations manage quality?
Organisations Manage Quality by:
• Establishing Policies and Processes for undertaking activities
• Ensuring these Policies and Processes are effectively implemented
• Ensuring these Policies and Processes deliver the required outcomes – i.e. is a
quality product delivered?
• Revising and Improving these Policies and Processes as required
If a Quality Product is not delivered – what must change?
If a Quality Product is delivered – what might we improve?
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The Role of the Quality Function
A Holistic View
1. Is
Intent Defined?
5. What
strategies for
change /
improvement are
4. Does
intent deliver
2. Is
Intent fit for
3. Is
intent effectively
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How do you get into quality?
Relevant subjects include:
Graduate Programmes
Subjects e.g.
tech studies
Apprentice Schemes
Other vacancies
Many large companies offer
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What’s in it for you?
Lots of different roles including:
• Supporting the development of Management Policies and Processes
• Working with designers, suppliers and customers to ensure that a quality product is
produced that meets the customers requirements
• Auditing
• Project Management / Support for Business Improvement initiatives
The chance to make a difference even from a junior level.
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What’s in it for you?
Opportunities to travel and work abroad
Opportunities for further training
According to to Prospects, the typical starting salary for a Quality Manager in October 2012
was £18,000-25,000 a year.
Quality managers with experience can look to earn £35,000-£100,000 per year (subject to
location, size of organisation and industry)
Transferable skills
Quality is practiced in ALL industries in the public and private sectors and by
firms and organisations of ALL sizes.
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Why I recommend quality
The role is central to the success of the Business
The role is satisfying as you play a vital part in ensuring that the Products / Services are fit
for purpose and have ensured that the organisation has met the end customer’s
Good visibility of how the business works and opportunities to interact with all of the
Business Functions
Continually striving to improve the products / services we offer
There is a good variety of roles and responsibilities and career development opportunities
Working within a Project Team
Do something different every day
Good careers and salaries are achievable.
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Find out more?
The Chartered Quality Institute –
Prospects – careers advice
National Careers Service -
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