1. Quality Control, Quality Assurance, TQM Kaizen, Zero Defect

2. Starter Activity
How much do you know about meeting customer needs through managing quality?

3. Key Term – Quality
Define ‘Quality’ in the production process?
Achieving a minimum standard for a product or service which meets customers needs.

4. Key Term – Quality Control
Define ‘Quality Control’?
Ensuring that a product or service meets the minimum standards, often through testing of a sample of products once they have been made.

5. Key Term – Quality Assurance
Define ‘Quality Assurance’?
Ensuring that quality is produced and delivered at every stage of the production process, often through making quality the responsibility of every worker.

6. Key Term – Customer Service
Define ‘Customer Service’?
The experience that a customer gets when dealing with a business and the extent to which that experience meets and exceeds customer needs and expectations.

7. Key Term – Zero Defect Production
Explain ‘Zero Defect Production’?
Zero Defect Production is a system that makes certain that products and services do not contain problems or defects. This is done by motivating people to prevent mistakes by developing a desire to do their job right the first time. This is a form of quality assurance.

8. Key Term – Total Quality Management (TQM)
Explain ‘Total Quality Management’?
Introducing quality assurance requires Total Quality Management (TQM). This requires managers to try to bring about a change in business culture, convincing employees to care about how products are being made and to do their part to ensure standards are met. This is a form of quality assurance.

9. Key Term – Kaizen Management Explain ‘Kaizen Management’?
Kaizen Management is based around the idea that it is the responsibility of all employees to contribute the continuous improvement of quality and efficiency. It is carried out by managers to ensure that everybody follows the set way of working. Improvement is by working to ensure that the standard has been mastered. This is a form of quality assurance.

10. What do we know? What is Customer Service? Quality Control?
Quality Assurance?
What is the main difference between QC & QA?

11. Main Activity
Worksheet

12. So which is best? Quality control or a culture of quality assurance?
Why?
What makes you to think that?
Think, Pair, Share - Decision Making.