Definition: A process where the quality of all factors are reviewed, focusing on prevention versus detection, maintaining quality work for continued improvement, and fully meeting the customers’ needs and expectations.
· Customer feedback is one of the most important resources for improving an organization’s quality control. Actively seeking customer input ensures that you know exactly what the customer wants, which will help keep the organization successful. Remember that your organization exists to provide for the needs of your customers. Here are some tips for how to improve quality control through customer feedback:
o Define your objectives; know what you hope to accomplish before you begin.
o Think about how you’ll analyze the data you gather; consider your objectives as well as time and budget restraints.
o Use good questions that fit within your objectives and data-analysis method.
o Keep the data-collection process simple to minimize errors.
o Use an unrelated party to collect data to prevent bias.
o Train your data collectors to ensure consistency and accuracy.
o Perform a trial run to work out any bugs in the collection process.
o Make any modifications necessary and gather more information from a larger customer population.
· Remember the Plan-Do-Check-Act Cycle (PDCA). Effective use of it will allow organizations to enhance their control of products/services to regularly meet customer, regulatory, statutory, and organizational performance requirements.
o Plan: Examine the department’s environment/situation and develop objectives and the processes required to meet customer requirements, maintain compliance, and accomplish objectives.
o Do: Implement processes.
o Check: Monitor and measure the department’s products, services, and processes against objectives and requirements and report results.
o Act: Take the actions necessary to ensure continual improvement.
“Quality is everyone’s responsibility.” – W. Edwards Deming
Self-Directed Learning Activities
· Manage and Improve Processes (PDF)
· Meet Customer Needs (PDF)
· Learn Continuously (PDF)
· Police Total Quality Management (PDF)
· Comprehensive Strategic Planning: http://www.lawenforcementtoday.com/2012/03/05/comprehensive-strategic-planning/
· Tips to Improving Quality Control: http://www.sixsigmaonline.org/six-sigma-training-certification-information/tips-for-improving-quality-control/
· Finding Ways to Improve Quality Control: http://www.sixsigmaonline.org/six-sigma-training-certification-information/finding-ways-to-improve-quality-control/
· Importance of Practicing Quality Control: http://smallbusiness.chron.com/important-businesses-practice-quality-control-69340.html
· Besterfield, D. H. (2012). Quality improvement. Pearson Higher Education.
· George, M., Maxey, J., Rowlands, D., & Upton, M. (2004). The Lean Six Sigma Pocket Toolbook: A Quick Reference Guide to Nearly 100 Tools for Improving Quality and Speed. McGraw Hill Professional.
· George, M. L., Watson-Hemphill, K., & Skewes, R. A. (2003). Lean Six Sigma for Service: How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions. Designing World-class Services (design for Lean Six Sigma). McGraw-Hill.
· Mears, P. (1995). Quality improvement tools & techniques. McGraw-Hill Trade.
· Mitra, A. (2016). Fundamentals of quality control and improvement. John Wiley & Sons.
· Pyzdek. T. (2014). The Six Sigma Handbook (4th eds.). McGraw-Hill Education.
· What is a Quality Control Plan and Template: http://www.free-six-sigma.com/quality-control-plan.html
o It is a description of the activities, tools, and procedures needed to control a process that delivers a service or product.
· QA/QC Plan: Samples and Manual for Development (Link QAQC PDF)
· QC Plan Template (LINK DOC)
o Air Compliance Example (LINK DOC)
· Quality Control Procedures (Link PDF)
Guided Learning Activities
- Meet with other coworkers and try to identify customer requirements and define the processes that will meet those requirements, manage the connectivity and alignment among the processes, utilize available resources to produce products and services, measure performance, act upon findings and review acts for effectiveness. How effectively the organization connects the processes to ultimately meet customer requirements, as well as other stakeholder requirements, is what elevates one organization over others.
- Look at specific examples of how customers were affected when people did not follow establishes processes. Keep track of these types of situations so the group can discuss how to better manage them. Share feedback from internal and external customers.
- Similar to above, ask people how they determine if they are delivering high-quality products and services. Check the connection between quality measures and actual requirements.
- If possible, ask your supervisor to hold a regular discussion time to review current trends and information on issues relevant to your business.
- If possible, ask your supervisor to draw a flow chart of important quality control/improvement processes as s/he understands it and review it with them.
- Ask seasoned colleagues in your industry to describe how things have changed and what they see for the future.
School and Course Module(s):
- Casper College
- MGT 2100 – Principles of Management: (3L)(3CR) [E] Analyzes objectives, policies, organizational structure, material and human resource utilization, human relations, planning, innovating, and controlling as management responsibilities. Students also study and discuss current activities in specific areas of business and industry.
- Laramie County Community College
- PTEC 1500 – Introduction to Process Technology: (3L)(3CR) [E] Analyzes objectives, policies, organizational structure, material and human resource utilization, human relations, planning, innovating, and controlling as management responsibilities. Students also study and discuss current activities in specific areas of business and industry.
- PTEC 1550 – Foundations of Quality: (3L)(3CR) [E] Analyzes objectives, policies, organizational structure, material and human resource utilization, human relations, planning, innovating, and controlling as management responsibilities. Students also study and discuss current activities in specific areas of business and industry.
- Northern Wyoming Community College
- FDSC 1630 – Quality Control: This course is focused on the study of factors that influence food quality, the management systems applied in the processing and distribution of foods to achieve quality standards, and food safety. Topics presented include: risk assessment, good manufacturing practices and hazard analysis and critical point systems for contol of micro- organisms, design of products and processing operations according to food sanitation principles, methods for quality and safety assurance, food laws and regulations relevant to food quality, and the role of retailers and consumers on food quality.
- University of Wyoming
- 3210 [OM 3210]. Introduction to Operations and Supply Chain Management. 3. An introductory course in production and operations management. Typical topics include operations strategy, quality management, facilities location, facilities layout, forecasting, inventory management, production planning, scheduling and project management. Prerequisites: IMGT 2400, MATH 2355, and STAT 2010. (Perhaps you can ask to shadow/observe the course or ask to speak to the teacher for resources)
· Online Quality Control Management Training: http://www.worldwidelearn.com/business-course/quality-control-training.htm