Course Details:

Course Title: Quality Management Course Code: 0501480

Instructor Name: Prof. Belkacem Athamena Semester: Spring 2025

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 Table of Contents

Executive Summary...................................................................................................................2

1. Introduction............................................................................................................................3

2. Project Quality Management Concepts..................................................................................3

3. Plan Quality Management......................................................................................................5

4. Perform Quality Assurance....................................................................................................7

5. Control Quality.......................................................................................................................9

6. Quality Metrics and Performance Indicators.......................................................................10

7. Conclusion............................................................................................................................13

8. References............................................................................................................................14

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Executive Summary
This study addresses the principles and practices of Quality Management (QM) considering
organizations’ ways to establish sound quality strategies aimed at improving organization
competitiveness, customer satisfaction and operational excellence. The aim of this product is
to assess quality managing elements such as customer satisfaction, continuous improvement
and prevention of inspection as applied to various industries. It includes a comprehensive
discussion on quality management standards, means of measuring the quality, and quality
assurance and control approaches.

The project employs a wide range of approaches based on Deming Cycle, Juran Trilogy and
ISO 9000 standards. Quality metrics such as process quality and control charts can be
evaluated using such methodologies as data collection and analysis techniques such as Pareto
analysis, histograms, control charts and others. Highlights of significant findings clearly
exhibit the importance of customer feedback in continuous improvement and the necessity of
robust quality management systems for long period success and competitiveness in the global
market.

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1. Introduction
Context and Background: Relevance of Quality Management in the Global Business
Context

In today’s global business world organizations need to deserve and exceed customer
expectation. A strategic role of Quality Management (QM) is to guarantee that the product
and services are consistent, reliable, and meet customer needs for enhancing satisfaction and
competitiveness. QM affects an operational efficiency, profitability and market
competitiveness. One example of this is multinational companies who use standardized
practices such as ISO 9000 that improves coordination and perceived customer quality
(Lagrosen, 2004). Besides, Total Quality Management (TQM) supports continuous
improvement and organization excellence (Qureshi, 2024). With the integration of QM in the
business processes there is an improvement in performance and satisfaction (Stravinskiene &
Serafinas, 2020), and integration of QM with business processes directly provides globally
accepted guidelines, i.e., ISO 9000 for facilitating international trade.

Objectives of the Project

The project's primary objectives are:

1. Exploring QM Concepts: Analysing the QM principles mainly customer focus,

leadership, and continuous improvement (Pribadi et al. 2023).
2. Analysing QM Tools: Determine the real-world effectiveness of tools such as
Pareto analysis, Histogram, and Control chart (Pribadi et al., 2023).
3. Applying QM in Real-World Settings: Case studies reviews to address
challenges and outcomes, best practices and improvement areas (Lagrosen, 2004).

The purpose of this project is to increase the understanding of the role played by QM in
improving the performance and global competitiveness of the organization.

2. Project Quality Management Concepts

Customer Satisfaction

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Customer satisfaction is one of the quality management strategies that is being considered as
a way to determine the level of product or service that can be met or exceeded by customers.
Customer satisfaction affects loyalty and creates success and the company’s long-term
success results from formed perceptions regarding quality, service and total experience.
Customer satisfaction – organizations that focus on this aspect can make a difference in
competitive markets by staying connected to the requirements and preferences of the
customer (Kotler & Armstrong, 2021).

Total quality management (TQM) is a quality management system that reflects both proactive
and reactive approaches in meeting expectations of the customers. Organizations anticipate
the needs proactively through market research, and feedback and reactively through process
corrective actions when dissatisfied. Thus, this dual approach ensures that after continuous
improvement and superior value (Talib et al., 2012).

The Plan-Do-Check-Act (PDCA) cycle links customer expectations with organizational

actions through planning to meet the needs of the customer, adopting strategies, checking the
level of satisfaction, and adjusting processes. In addition, studies reveal that PDCA
organizations have overall higher satisfaction rates because of continuous adaptation (Zhong
et al., 2023).

The reason is simple, since customer satisfaction is influenced by changes in preferences,

technology, competition Organisations should continuously monitor satisfaction and adapt
quality management strategies to sustain relevance and competitiveness (Kotler &
Armstrong, 2021).

Prevention of Inspection

Traditionally, quality assurance relied on post-production inspection to detect and correct

defects. However, a shift towards prevention-oriented quality management has gained
prominence. Prevention focuses on identifying and eliminating potential defects before they
occur, reducing reliance on final inspection. This approach designs processes to inherently
produce quality products, leading to lower costs, reduced waste, and higher customer
satisfaction (Crosby, 1979).

By focusing on prevention, organizations avoid costly post-production corrections. Statistical

methods are used to monitor and control processes in real-time, addressing deviations before

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defects arise. Employee training to ensure quality at every production stage promotes a
culture where quality is built in.

An example of successful prevention-based quality management is Martin Marietta's Zero

Defects program, implemented in the 1960s. By emphasizing planning, training, and
employee involvement, the company reduced defects and rework, proving that prevention is
more cost-effective than inspection (Lepistö et al., 2022). Prevention-focused quality
management often leads to reduced operational costs and improved customer satisfaction, as
high-quality products are delivered without extensive post-production inspections.

Continuous Improvement

Continuous improvement is one of the core quality management philosophies where we aim
for incremental change aiming at improvement of the processes, products, and services. Other
than major overhauls, which is regularly assessing and fitting its practices to enhance
efficiency, eradicate waste and satisfy more customers, it is. It is critical in fast changing, fast
paced, and competitive markets in which the customer expectations and promising
technological innovations evolve.

The PDCA cycle is the key to the continuous improvement, it is to provide a repetitive
process of planning and doing, checking, and acting. It promotes the improvement as an
ongoing, adaptive process to new issues and chances, raising the product standard and
customer appreciation (Peças et al., 2021).

Identification of areas of improvement, through customer feedback, employee insights as

well as performance data, are all key feedback loops. It helps you to make data driven
decisions, address impact changes and measure the improvement. Companies that use
customer data to enrich their products are relatively more likely to keep retention of the loyal
customers through commitment to their needs (Zhong et al., 2023).

Furthermore, continuous improvement also includes Kaizen, and the Kaizen practice
promotes small, incremental changes with all employees involved in the process
enhancement. It creates the collaborative environment and fosters quality and efficiency gain
(Lepistö et al., 2022).

Thus, a successful quality management system needs to focus on customer satisfaction,

prevention of inspection and continuous improvement in contributing to realization of
organization’s expectation and sustainability.

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3. Plan Quality Management
List of Standards

A Quality Management Plan (QMP) well structured should contain a number of standards for
organizations should take to ensure that their products and services are at high standard of
quality.

 Internal Company Standards: Implemented inside the organization with respect to

processes, goals and culture of the organization. This can be internal procedures,
guidelines, and benchmarks to maintain the consistency in product quality, service
delivery and operational efficiency (Levine & Toffel, 2008).

 External Standards: Set by recognized bodies like ISO 9000, which provides
guidelines for quality management systems. ISO 9001, in particular, specifies the
requirements for a quality management system and demonstrates an organization’s
ability to meet customer and regulatory needs (Freer & Fiene, 2023).

 Regulatory and Legal Standards: Mandated by governmental and regulatory

agencies to ensure compliance with legal and safety requirements. These standards
vary by industry and location but are essential for meeting health, safety, and
environmental regulations (Sharma et al., 2023).

 Project-Specific Standards: In project-based environments, sponsors set quality

standards to meet project objectives, budget, and timelines. This is crucial in fields
like construction or IT, where specific requirements are vital for success (Montano,
2016).

 Stakeholder Standards: Imposed by external stakeholders such as suppliers, utility

providers, and local communities to meet broader expectations beyond customer
needs (Levine & Toffel, 2008).

Measurement Criteria and Frequency

Measurement criteria and frequency are key components of the QMP, enabling continuous
monitoring of product quality to ensure it meets customer expectations and defined standards.

 Measurement Criteria: Specific metrics used to assess quality, such as defect rates,
customer satisfaction, process efficiency, and compliance with regulations. These
should align with both internal standards and external expectations, like ISO
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 certifications. For example, in manufacturing, common criteria include process yield
rates, defect percentages, and safety compliance (Zhao & Birkhofer, 2010).

 Frequency of Quality Checks: The frequency of quality assessment is based on the

product or service along with its risks. Some processes need to be continuously
monitored and others checked intermittently (daily, weekly or on milestones). The
objective is to catch them early and correct. For example, industries like
pharmaceuticals need to be regularly checked to guarantee compliance with the safety
and the regulatory standard (Sharma et al., 2023).

Clear criteria and when to perform the quality checks help maintaining a consistent product
quality and of course increase the customer satisfaction. Continuous improvement and
competitiveness require regular measurement as well as timely interventions (Talib et al.,
2012).

Inspection Criteria

An evaluation without the criteria for inspection is useless. Clear, consistent, and linked to
customer expectations criteria must be applied to these inspections to make them effective.

• When Inspections Should Be Conducted: Inspections should be performed at

key stages, at the beginning of production with raw materials, and at the beginning
of production at intermediate stages, and the final inspection before delivery.
Early inspections will allow identifying the defects before they will become major
ones.
• How Inspections Should Be Conducted: Inspections have to be carried out
through accepted procedure with acceptable tools and techniques such as
checklists, automated testing equipment. Quality issues should be identified
accurately by inspectors and such information should be recorded to support
traceability and deal with the defects effectively (Talib et al., 2012).

Once inspection criteria are aligned with needs of customers, it is possible to satisfy
customers and gain trust as the final product meets their expectations. Inspection protocols
are put in rigorously, which minimizes defects and helps in enhancing product quality.

4. Perform Quality Assurance

Applicable Quality Standards

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ISO 9000 standards provide a framework for quality management systems (QMS) that ensure
organizations meet customer expectations and regulatory requirements. Key principles
include customer focus, leadership commitment, employee involvement, and continuous
improvement. Integrating ISO 9000 into quality assurance helps align internal processes with
global standards, enhancing efficiency, product quality, and customer satisfaction
(International Organization for Standardization, n.d.). Implementing these standards through
audits and feedback loops promotes continuous improvement in processes and products.

How Will Quality Be Measured

Quality measurement techniques ensure products meet customer expectations and defined
standards. Key methods include:

 Customer Feedback: Collecting input through surveys, interviews, and reviews to

understand customer experience and identify areas for improvement (Hayes, 2024).

 Process Metrics: Using KPIs like defect rates, cycle times, and throughput to monitor
process efficiency and consistency, and identify bottlenecks (Zhao & Birkhofer,
2010).

 Product Testing: Conducting rigorous tests, such as laboratory tests, user acceptance
testing, and field trials, to ensure products meet specifications, detect defects early,
and comply with safety and regulatory standards (Team EMB, 2024).

These measurement methods allow organizations to make informed decisions, improve

quality continuously, and enhance customer satisfaction.

Roles and Responsibilities

Quality assurance requires clear roles across different levels:

 Top Management: Responsible for establishing the overall quality policy, setting
objectives, allocating resources, and embedding a culture of quality. Their role is vital
in aligning quality initiatives with the organization’s long-term goals (Levine &
Toffel, 2008).

 Quality Assurance Managers: Oversee the development and implementation of the

QMS, ensure compliance with quality standards, conduct audits, analyze quality data,
and report to top management.

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  Department Heads: Ensure quality standards are applied within their departments,
provide staff training, and ensure alignment with the organization’s quality policies.

 Employees: From the shop floor to customer service, all employees are responsible
for adhering to quality standards, identifying issues, and contributing to process
improvements.

Clearly defined roles streamline quality initiatives, promote accountability, and ensure
alignment in achieving quality goals.

Criteria for Rejection

Establishing clear criteria for rejecting substandard products is crucial:

 Defect Tolerance Levels: Products with defects exceeding acceptable limits (e.g.,
critical or major defects) should be rejected to avoid delivering substandard products
(Talib et al., 2012).

 Performance Benchmarks: Products that fail to meet predefined performance

standards (e.g., durability or functionality tests) should be rejected to avoid customer
dissatisfaction (Montano, 2016).

 Compliance Failures: Products failing to meet regulatory or industry standards must

be rejected to avoid legal issues and ensure safety (Sharma et al., 2023).

These rejection criteria help protect product integrity, ensure safety, and maintain the
organization’s reputation for quality.

5. Control Quality
Inspection of Products

Product inspection is essential for ensuring products meet specified standards and customer
expectations. Common inspection methods include:

 Visual Inspection: Products are examined for visible defects using human senses or
automated systems. While effective, human inspectors may miss up to 20% of defects,
making automated systems more reliable (Pesante-Santana & Woldstad, 2000).

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  Dimensional Inspection: Tools like calipers and micrometers measure physical
dimensions to ensure conformity to design specifications, crucial for product
functionality (Lawry & Pons, 2013).

 Functional Testing: Assesses if a product performs its intended function under

specified conditions, identifying performance issues not visible during visual
inspection (Sundaram & Zeid, 2023).

These inspection methods help detect defects early, reduce waste, and ensure only quality
products reach the market (Pesante-Santana & Woldstad, 2000).

Expert Technical Review of Reports

Expert technical reviews involve specialists evaluating technical documents, designs, or

reports for accuracy, completeness, and compliance with standards. This process ensures that
the content meets regulatory requirements and customer expectations, improving
documentation quality and identifying issues early (Sundaram & Zeid, 2023).

Trial Runs Before Plant Commissioning

Therefore, there are trial runs or pre-commissioning tests aimed at achieving several goals.

• Identifying Defects: Remediates equipment, system, or process issues to detect

and rectify before begining production minimizing operational risks (Van Dyk et
al., 1993).
• Verifying Performance: Make sure that the systems work and meet the
performance and the safety standards.
• Training Operators: Train operators in equipment and procedures, allowing
opportunities to increase efficiency and safety (Lawry & Pons, 2013).

Trial runs are essential to achieve smooth, safe, and efficient plant operations protecting
investment and quality of products (Pesante-Santana & Woldstad, 2000).

6. Quality Metrics and Performance Indicators

Step 1: Input Data Gathering

The process of effective quality analysis begins with the collection of relevant data. Key
methods include:

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  Customer Feedback: Surveys, interviews, and feedback forms provide insights into
customer satisfaction and expectations, identifying areas for improvement (Abdullah
et al., 2024).

 Internal Performance Data: Monitoring production efficiency, error rates, and

adherence to standards helps assess internal processes via audits, reviews, and KPIs
(Atlan, 2024).

 Operational Metrics: Tracking production timelines, resource utilization, and

workflow efficiency identifies bottlenecks and inefficiencies (Ehrlinger, Rusz, &
Wöß, 2019).

By combining these sources, it gives a complete picture of quality performance.

Step 2: Data Analysis

Analytical methods determine the examination of collected data during processing.

• Pareto Analysis: The analysis method identifies important quality issues based on
which causes create the most significant impact (Abdullah et al., 2024).
• Histograms: Process standards become more discernible through the examination
of data distribution patterns (Atlan, 2024).
• Control Charts: These charts serve in Statistical Process Control (SPC) by
tracking process behaviour and separating generic from unique variations to direct
essential corrective measures (Ehrlinger et al., 2019).

The tools enable organizations to detect original sources of problems while emphasizing key
areas for enhancement and tracking intervention results.

Step 3: Establish Quality Metrics

Measurable quality goals and goals that become actionable form the basis of essential
achievement.

 Relevance: Metrics must relate directly to quality aspects impacting customer

satisfaction, such as defect rates, customer complaints, or on-time deliveries
(Abdullah et al., 2024).

 Measurability: Goals must be quantifiable, with consistent, reliable data collection

methods (Atlan, 2024).

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  Achievability: Targets should be realistic, based on available resources and timeframe
(Ehrlinger et al., 2019).

 Time-Bound: Set deadlines to track progress, e.g., reducing defects by 15% in the
next quarter (Abdullah et al., 2024).

These characteristics guarantee that metrics are targeted and help with the continuous
improvement.

Step 4: Perform Quality Assurance and Control

Quality metrics affect quality assurance (QA) as well as quality control (QC) processes.

• Quality Assurance (QA): QA is about maintaining quality by undertaking

proactive measures such as monitoring the observance of protocols and providing
training for identified needs (Atlan, 2024).
• Quality Control (QC): Metrics are used to define acceptable thresholds for
defects; QC’s job is to declare defects when they occur in finished products.
Compliance to standards is ensured via using control charts to monitor product
dimensions and take appropriate actions as a part of inspections and testing
(Ehrlinger et al., 2019).

Metrics are integrated into both QA and QC and product quality remains consistent.

Step 5: Develop an Improvement Plan

Organizations should derive improvement plans based on data analysis:

 Root Cause Analysis: Techniques like Fishbone Diagrams or the Five Whys identify
underlying causes of quality issues, enabling effective solutions (Abdullah et al.,
2024).

 Solution Development: Solutions can include process redesign, employee training,

equipment upgrades, or improving supplier relationships (Atlan, 2024).

 Implementation Strategy: Create a plan outlining the steps, resources,

responsibilities, and timelines for executing improvements (Ehrlinger et al., 2019).

 Monitoring and Evaluation: Track progress through regular reviews, feedback

collection, and performance data analysis to assess effectiveness and make
adjustments (Abdullah et al., 2024).

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Organisations use improvement plans to implement a systematic process that produces the
continuous improvement and satisfied customers.

7. Conclusion
Summary of Findings:

This project focused on key quality managements principles, tools and applications. The key
findings emphasized customer's satisfaction, continuous improvement and the prevention-
oriented quality management. The elements of ISO 9000 are found essential in developing
effective quality management systems. Other important tools in establishing quality are
pareto analysis, histograms and control charts for monitoring and improving quality.

Recommendations:

The analysis is based and it is recommended that organizations take on more strict
preventative measures that involve a less defects and higher quality assurance process. Also,
employee training would continue, with a greater focus on actual-time buyer suggestions.

Future Research:

The future research should evidence the integration of advanced technologies, such as
artificial intelligence and machine learning into the quality management systems. To further
investigate the impact of these technologies on quality assurance and process optimization, it
could lead to improvement in product and service quality.

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