Module 1

Quality Concepts

Presenter: Tim Alcock

www.Qualimetric.co.uk
 ISO 9000 – Definition of ‘Quality’
Degree to which a set of inherent characteristics of an
object fulfils requirements

Quality:

- Conformance to requirements?

- Fitness for purpose?

- Loss to society of things not being right

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- Meeting customer needs and expectations

Quality &
Customer Focus
 Choosing a laboratory
Let us imagine that you have some problem in your laboratory
and that you have to find an external laboratory to provide you
with some testing or calibration services.

What sort of things would you be looking for in choosing a

laboratory?

Examples:

- Is the laboratory recognised (accredited)?

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- Do they have capacity?

Exercise –
Customer
Expectations