- Example: clean restrooms, faster delivery of

orders
3. Create operational process to deliver quality
- W. Edwards Deming, the founder of modern
quality control, believed that well-designed
processes lead to high-quality products and
8 Dimensions of Quality services.
4. Review your results.
• The most fundamental definition of a quality product is
- Review your data regularly to see how well your
one that meets the expectations of the customer
company is meeting its quality standards.
1. Performance
5. Get feedbacks
- Product or service supposed to do, within its
- Use measurable feedback from external sources,
defined tolerances.
such as customer surveys, online ratings and
- Example: Cellphone (Specification)
reviews and netpromoter scores (NPS), to get a
2. Features
fuller picture of product and service quality.
- Product or services possess all of the features
specified.
6. Make improvements
- Intended purpose
- Once you’re meeting your quality control
3. Realibility
standards, don't stop there.
- Product consistently perform within
specifications.
- Closely related to performance
- Acceptable failure rates
4. Conformance
- Product or service conform to the specification,
- Develop based on performance specification.
5. Durability
- How long will the product perform or last, and
under what conditions?
6. Serviceability
- Product relatively easy to maintain and repair.
7. Aesthetics
- The way a product looks is important to end- Requirement = Standards
users. Plan = Prioritize
- The aesthetic properties of a product contribute Do = Execution
to a company’s or brand’s identity. Check – Remedial Action: Defect/Problem
8. Perception
Control of quality, or anything else for that matter, can be
- The product or service may possess adequate or accomplished by the following steps:
even superior dimensions of quality, but still fall
victim to negative customer or public perceptions. 1. Determine what parameter is to be controlled.
2. Establish its criticality and whether you need to control
Summary before, during or after results are produced (this can
be done by undertaking a risk assessment)
• When designing, developing or manufacturing a 3. Establish a specification for the parameter to be
product (or delivering a service) the interactions controlled which provides limits of acceptability and
between the dimensions of quality must be units of measure.
understood and taken into account. 4. Produce plans for control which specify how the
• While these dimensions may not constitute a characteristics will be achieved, and variation
complete list of relevant dimensions, taking them into detected and removed.
consideration should provide us with a better 5. Organize resources to implement the plans for quality
understanding of the slippery concept of quality. control.
6. Install a sensor at an appropriate point in the process
How to Establish Quality Control Processes to sense variance from specification.
7. Collect and transmit data to a place for analysis.
What is Quality Control? 8. Verify the results and diagnose the cause of variance.
9. Propose remedies and decide on the action needed to
• Manufacturing business inspecting products for flaws. restore the status quo. Take the agreed action and
• In reality, quality control can be applied in all kind of check that the variance has been corrected.
business whether they are product based or service
based. (auditing firm)
• Key component of a well-run business helps to ensure
your small business is delivering a consistent product,
service and customer experience.
• Developing quality control processes allows your
business to operate without you, making it easier to
expand into new locations, delegate duties and even
sell your business when the time comes.

• Business growth requires careful attention to both

dollars and people, and quality control helps ensure
you’re monitoring both.

STEPS TO DEVELOP A QUALITY CONTROL PROCESS

1. Set your quality standards

Measurable standards :
- answering all customers call by second ring
- responding to all customers service emails within
4 hours
- resolving customer service problems in 5 minutes
or less
2. Decide which quality standards to focus on.
- focusing on the most important measures – those
that have the biggest effects on profit and
customer service