Elaine Q. Borazon, Ph.D.
Food Safety and Quality Consultant
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Definition of Quality
Quality in the Design Process
Total Quality Offering to Customers
The EFQM Model
Components of Quality
Functional Perspectives on Quality
Spheres of Quality
Supply Chain
Supply Chain Quality Management
Quality Management and Sustainability
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Composite of characteristics/attributes which
differs from unit to unit (Kramer and Twigg, 1983)
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“The totality of features and characteristics of a
product or service that bear on its ability to satisfy
stated or implied needs” (ISO 9000: 2000)
Source: Brown, et al., 2013
Source: Brown, et al., 2013
Source: Brown, et al., 2013
Product features
 Freedom from deficiencies
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Product features
Manufacturing industries
Service industries
Performance
Accuracy
Reliability
Timeliness
Durability
Friendliness and courtesy
Serviceability
Anticipating customer needs
Aesthetics
Knowledge of server
Availability of options and
expandability
Appearance of facilities and
personnel
Reputation
Reputation
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Freedom from deficiencies
Manufacturing industries
Service industries
Product free of defects and
errors at delivery, during use,
and during servicing
Service free of errors during
original and future service
transactions
All processes free of rework
loops, redundancy, and other
waste
All processes free of rework
loops, redundancy, and other
waste
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Supply Chain
Operations
Strategic Management
Marketing
Financial
Human resource
Cost (Efficiency)
Cycle Time (Speed)
Reliability (Dependability)
Quality
Source: Foster, 2007
Quality
Management
Quality
Assurance
(proactive)
Quality
Control
(reactive)
Source: Foster, 2007
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“The assembly and management of all
activities aimed at the production of quality
by organizations of various kinds”
(FAO, 1998)
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Maintenance of a specified finished product characteristics
(i.e standards) every time it is manufactured
Implies efficient control of raw materials and of production
processes
Ensuring customer satisfaction
(ITC 1991)
Is the operational techniques and the activities which
sustain a quality of product or service that will satisfy given
needs; also the use of such techniques and activities
(American National Standards Institute)
“the assembly of all planned and systematic actions
necessary to provide adequate confidence that a
product, process, or service will satisfy given
quality requirements” (ISO)
Supply Chain
Supplier
Supplier
Storage
Service
Customer
Supplier
Supplier
Supplier
Storage
Supplier
Manufact
uring
Storage
Production
Distributor
Retailer
Distribution
Purchasing Receiving Storage Operations Storage
Source: Stevenson, 2005
Customer
-Choice of seed variety
-Agricultural practices
Planting
Growing
-Harvesting method
-Postharvest handling
practices
Harvesting
Transporting
-Elimination of
foreign matter
-Packaging quality
-Loading/unloading
conditions
-Cold chain condition
Sorting
Processing
-Storage conditions
-In-store handling
-Cold-chain condition
-Irrigation
-Use of pesticides
-Protection from
frosts, insects, etc.
-Manufacturing practices
-Physico-chemical,
sensory, and
microbiological tests
Retailing
Factors affecting quality along a fruit chain
(Trienekens and Zuurbier, 2008)
Food Processor
Supermarkets
Hotels
Food Chains
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Interactive communication
Source: Faergemand
and Jespersen, 2004
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Hazard control
System management
Customer focus
Leadership
Involvement of people
Process management
Continual improvement
Factual approach to decision-making
Mutually beneficial supplier relationships
(ISO)
3 Pillars of sustainability
 Economic growth
 Ecological balance
 Social responsibility
(DESA, 1992)
Brown, S., Bessant, J.R., and Lamming, R. (2013). Strategic Operations Management.
Canada: Routledge.
DESA (1992), Report of the United Nations Conference on Environment and
Development(Rio de Janeiro, June 3-14 1992), United Nations Department of Economic
and Social Affairs, New York, NY.
Faergemand, J. and Jespersen, D. (2004). ISO 22000 to ensure integrity of food supply chain
. ISO Management Systems, September-October.
FAO. (1998). Guidelines for Quality Management in Soil and Plant Laboratories.(FAO Soils
Bulletin - 74).Retrieved from http://www.fao.org/docrep/w7295e/w7295e00.htm#Contents.
International Trade Center UNCTAD/GATT. 1991. Quality Control for the Food Industry: An
Introductory Handbook. Geneva, Switzerland: ITC UNCTAD, 191 pp.
ISO 9000 Quality management and quality assurance standards. Guidelines for selection and
use.
Kramer, A. and Twigg, B.A. 1970. Quality Control for the Food Industry. Vols. 1 & 2.
Connecticut, USA: AVI Publishing Co.
Stevenson, W. (2005). Operations management. USA: McGrawHill.
Trienekens, J. and Zuurbier, P. (2008). Quality and safety standards in the food industry,
developments and challenges. International Journal of Production Economics, 113, pp.
107-122.