1. 1 1. What is Quality? Everything includes some aspect of design and all designs should establish Quality Requirements / Expectations: Component Selection / Reliability Look and Feel Exclusivity / Value for Money We often use the word “Quality” in our every day life and quite often it relates to something being exceptionally good i.e. A “Quality” meal A “Quality” Car Barcelona FC are a “Quality” side Quality quite often relates to something you are prepared to pay extra for or has exclusivity. We quite often use the phrase “poor Quality” or “good Quality” but what does “Quality” actually mean?

2. 2 So………… What Is Quality? Quality has many connotations but is often best described as “no surprises”….ie compliant with requirements or fitness for purpose'. Are you happy paying for “bells and whistles” that you don’t really need or for the highest ‘quality’ every time? For many, its about giving the customer (internal or external) “a little bit more” than they expected – but how do we make that happen? Quality is a multi-faceted concept; different dimensions of quality will be important to different users.

3. 3 Quality Definition – Some terms you may hear? Quality Assurance This is the prevention of defects before they happen – Following a recipe – Ensure the cake we bake is perfect first time and every time Small upfront cost but zero scrap Quality Control This is the detection of defects after the event – Implement an untried / unproven method – Estimate the relative amount of eggs, flour and water and bake it – Check to see if you have something edible No upfront cost but many cakes thrown away.

4. 4 Which of these are quality products?

5. 5 How do organisations manage quality? Organisations Manage Quality by: Establishing Policies and Processes for undertaking activities Ensuring these Policies and Processes are effectively implemented Ensuring these Policies and Processes deliver the required outcomes – i.e. is a quality product delivered? Revising and Improving these Policies and Processes as required If a Quality Product is not delivered – what must change? If a Quality Product is delivered – what might we improve?

6. 6 The Role of the Quality Function

7. 7 How do you get into quality? School Subjects e.g. Science, maths, tech studies University Relevant subjects include: Sciences Engineering Economics Maths Apprenticeships Many large companies offer apprenticeships Work! Graduate Programmes Apprentice Schemes Other vacancies (vị trí tuyển dụng )