Quality Assurance
Purpose of Quality Assurance
The UK’s “Sale and Supply of Goods to Consumers Regulations 2002” says
- Where ever goods are bought, they must ‘conform to contract’. This means that they must be as described, fit for purpose and of satisfactory quality. (i.e. not inherently faulty at the time of sale).
- Goods are of satisfactory quality if they reach the standard that a reasonable person would regard as satisfactory, taking into account the price and any description.
- Aspects of quality include fitness of purpose, freedom from minor defects, appearance and finish, durability and safety.
It is a legal requirement that companies produce Products and Services to a “Reasonable Quality”. Quality Assurance is one method used to do this.
Why Quality Assurance.
What does “Quality” mean? A dictionary defines it as a “certain level of excellence”. “Excellence” meaning “Extremely good”. “Assurance” means “keeping promises”.
Quality Assurance means:-
“Keeping promises to supply Produces or Services to a certain level of excellence.”
The problem with the word Quality is that it means different things to different people. What looks good to one person looks dreadful to another, it’s all a matter of personal choice. Manufacturers use “Quality Assurance” to solve this problem.
Quality Management System. QMS
Quality Assurance is a system used by management to control the Quality of their Products or Services. It deals with the Quality of all the company’s procedures from answering the phone to servicing, not just about producing products or services. It is not about what the company makes but to what standards.
A more understandable term would be “Quality Management System”. This system Plans, Inspects, Monitors, Analyses, Records and Evaluates “Standards of Quality” right across the company.
QMS is a widely recognised management system that has its own set of Standards and companies are now using this to promote the quality of their products. The system ensures that the manufacturing processes or services are performed at a quality level.
Further reading.
HCI Australia
Management Wisdom
Quality Assurance Standards.
ISO9001:2002 is the Internationally recognised standard for “Quality Management Systems” It sets out a list of objectives that have to be meet. These are checked by independent assessors. If passed, the company is awarded a certificate which you often see on the back of vehicles, packaging and literature. It is similar to way schools are inspected by OFSTED.
The ISO9001:2002 certificate is Badge of Quality Assurance saying to consumers “We promise to produce Products or Services to HIGH QUALITY”.
Benefits of using ISO9001:2002.
“A Quality Management System in accordance with ISO9001:2002 will provide your organisation with a set of processes that ensure a common sense approach to the management of your organisation.
The system should ensure consistency and improvement of working practices, which in turn, should provide products and services that meet customer requirements.”
From British Standards Institute — What is a QMS
Further reading:-
Institute of Quality Assurance (UK)
American Society of Quality
ISO International Standards Organisation
Glossary of Terms
Download ISO9001 The Standard Illustrations
Quality World — “Rocking the Quality Boat”