Internal management and quality assurance
Contenido
El aseguramiento de la Calidad se podría definir como aquellas acciones que hacen que un producto o servicio cumpla con unos determinados requisitos de calidad").
Si estos requisitos de calidad reflejan completamente las necesidades de los clientes se podrá decir que se cumple el aseguramiento de la calidad.
Quality assurance
Quality assurance can be defined as the total effort to plan, organize, direct and control quality in a production system with the objective of giving the customer products with adequate quality. It is simply ensuring that the quality is what it should be.
The standards that include the guidelines for implementing internal quality assurance systems are:.
Reasons to ensure quality externally:.
Quality in design and product
To obtain quality products and services, we must ensure their quality from the moment of their design. A quality product or service is one that satisfies the customer's needs, therefore, to develop and launch a quality product it is necessary:
The design of a new product can be summarized in these stages:
Product: It is the result of a process in which several interrelated activities participate.
To evaluate the quality of a product you can count on these indicators:
Quality in purchases
It is necessary to ensure quality in purchases[10] to guarantee that the products or services purchased meet the necessary requirements. The best way to guarantee quality in products and services is to rely on the supplier's responsibility to manufacture a good product and provide the corresponding quality tests.
The quality of an organization's products or services depends to an important extent on its suppliers. To develop new products and services with a high degree of reliability, it is essential that the supplier collaborate from the initial development phase.
It is important to keep in mind that a supplier, well stimulated and supported by the organization, can provide an irreplaceable contribution of creativity and technological innovation in new products and services and can also actively work to continually reduce costs.
Reception control consists of verifying that the products or services purchased have the desired quality and meet the specifications. Verification is a very simple way to detect defective products, but nevertheless it tends to disappear due to the inconveniences associated with it:
It is the agreement established between the buyer and the supplier, according to which, a certain responsibility is attributed to the supplier for the quality of the lots supplied, which must satisfy previously agreed quality levels. This agreement should be signed in the form of a contract.
Quality in production
It is carrying out the necessary activities to ensure that the required quality is obtained and maintained, from the moment the product design is taken to the factory until the product is delivered to the customer for use. The main objectives of quality assurance in production are:.
Planning quality control in production is one of the most important activities since it is where it is defined:
The verification of the product, service or process must be considered an important part of production control, and can be found in three types:
Some of the activities necessary to ensure good control of measurement and testing equipment are:.
Quality management in services
One of the first actions in service quality is to find out who the customers are, what they want and expect from the organization. Only in this way can products and services, as well as processes, be oriented towards their best satisfaction.
Quality is understanding that the client is the one who defines the quality of our service. Obsessing over pleasing customers and not being content with just (freeing them from their immediate problems) is a process that involves all employees. Quality is assured from the initial moment the inputs are obtained; Quality is not controlled, it is produced from daily work in a responsible manner, it is based on forecasting and not on the detection of failures and errors. It is the set of features that the customer expects, in addition to the basic product or service. To provide the best service, the set of benefits that the client wants must be considered:
The main basic needs of a client are:.
The importance of quality in service can be understood for the following reasons:
In order to provide adequate customer service you must:
Data quality as a critical success factor for information systems
Data quality, the lack of data quality, is one of the main problems faced by those responsible for information systems and companies in general, as it constitutes one of the most serious and persistent "hidden" problems in any organization in the world.
It is for this reason of utmost importance to verify the authenticity and veracity of the electronic data source, as well as do a little research work to know how much the author knows and has worked with the topic covered. We also have to take into account how up-to-date and relevant the information is at the time of the consultation.
Finally, it would be very useful to create an organization that regulates contributions without harming freedom of expression, but having some type of electronic labeling to differentiate professional contributions from unsupported personal opinions.
Quality Maturity Models
A Capability Maturity Model is considered as a simplified representation of the essential elements of effective processes (Paulk, Curtis, Chrissis & Weber, 1996). This concept was first touched upon by Crosby (1979) in his representation of the Quality Management Maturity Grid (QMMG) and is based on the concepts of statistical process control and continuous improvement developed by Shewhart (Paulk, Curtis, Chrissis & Weber, 1996).
The QMMG was introduced as a simple way for managers to determine the current status of their processes with respect to Quality Management and determine through maturity levels the expected benefit of working on prevention and continuous improvement. Currently it is called the Capacity and Maturity Model.