UGB 262 Quality Management: Strategy, Assurance & Control Report

This report provides a comprehensive analysis of quality management within an organisation, focusing on Total Quality Management (TQM), quality assurance (QA), and quality control (QC). It discusses the concept of TQM, highlighting its key elements such as customer focus, employee involvement, continual improvement, and fact-based decision-making. The report also delves into the planning, doing, checking, and action phases of TQM. Furthermore, it explores the concept of quality assurance, emphasizing its principles like 'fit for purpose' and 'right first time,' and examines factors affecting QA, including product complexity, handling, and technology. The strategy of QTC Company for quality management and quality assurance are discussed. Finally, the report addresses quality control, outlining its benefits such as increased customer satisfaction and lower production costs, and concludes with recommendations for QTC to sustain a culture of quality.

UGB 262 Quality Management
For Organisational

Table of Contents
INTRODUCTION ..........................................................................................................................4
MAIN BODY...................................................................................................................................4
Concept of Total Quality Management (TQM)......................................................................4
Strategy of QTC Company for quality management..............................................................6
Concept of quality assurance (QA)........................................................................................6
Strategy of QTC Company for quality assurance...................................................................8
Concept of Quality control.....................................................................................................8
Strategy of QTC Company for quality control.....................................................................10
How the improvement strategy would help to sustain the Culture of Quality in the organisation?.....................................................10
CONCLUSION .............................................................................................................................11
Recommendation for QTC...................................................................................................12
REFERNCES:................................................................................................................................13
Books and Journals:..............................................................................................................13

INTRODUCTION
Quality management is the way of focusing on productive tasks of company and perform those activities only which will help
to improve overall quality of any productive task (Pambreni and et. al., 2019). It also helps to gain the reputation of company as well
employees for providing best quality in their work. There is a big difference in completing task on time and completing a task on time
with good quality. The tasks completed on time with good quality will be considered better for the organisation and get appreciated by
seniors. On the other hand, quality assurance is the way of minimizing mistakes for completing any task related to manufacturing
products only. Quality control on the other side helps the companions to check and analyse whether their employees are maintaining
good quality or not which is very essential. Hence, this activity includes monitoring. It further helps to identify the area where quality
management matters a lot and making powerful strategies for maintaining their quality (Kumar, Maiti and Gunasekaran, 2018). In
case quality get low and the strategies made for maintaining quality did not work according to its expectation then the quality manager
must make another strategy on the spot and monitor its implementation on company and employees. Quality tooling company was
founded in 1960s and it is established in North East of England by a group of young graduate Engineers. The following file covers to
answer the questions of case study and the concept and implementation of quality management, quality assurance and quality control
in given company for their benefit.
MAIN BODY
Concept of Total Quality Management (TQM)
Total quality management is the term which is used to satisfy customers of a company by offering them qualitative products
and services which is produced by company with the help of strategies used to improve products, processes, services and culture in
which they work. There are few main elements of total quality management which is explained below-
 Customer focused- It is essential to maintain the quality of product because better quality will lead to achieve more customer
satisfaction. Hence, quality management is customer centric or customer focused activity.

 Total employee involvement- Participation of all employees is essential to achieve good quality at workforce (Aggarwal,
Aeran and Rathee, 2019). It is not possible that efforts of a single employee or a group of few employees in a company can
contribute to maintain the quality of products and services. Teamwork is essential for maintaining the quality of product. Every
employee in organisation must engage to develop the quality. This can be done when every employee focused to complete
their assigned task effectively on time. If every employee in Quality Tooling Company focused to complete their assigned task
with proper quality then whole organisation will achieve better quality of work.
 Continual improvement- TQM require continues improvement in their tasks. The market is more dynamic in nature. Hence,
customers demands and needs get changes after every day. A new product quality will be demanded by customers in market
and due to this reason of quich change in market company is suppose to continue make changes in their quality.
 Facts based decision making- TQM provides appropriate numerical as well as qualitative data which is required by senior
authority to make any decision. It helps to provide those data to company which will help the company to modify their present
strategies in case they are not performing well.
Total quality management can be divided into four categories and they are explained below-
 Planning phase- This phase consist of deciding in advance that how and in what ways the quality in their work will get
achieved for organisational profit. (Xu and et. al., 2020). In this phase companies scan their present working environment and
condition of their products which are sold to end customers. This will help to perceive the customer's perception that they are
actually satisfied or not with their offered products. Their plans are based to provide long term success for maintaining quality.
They mainly focus that their strategies which they are planning must cover the benefit of whole organisation with employees.
 Doing phase- Here in this stage employees change their working habits and adopt new ways of working according to planned
strategies. Here, management team passes the information about problems to their employees and plans to solve the problems.
This phase helps to overcome the problems for not offering quality products and services to customers.

 Checking phase- Here, company check their quality that whether they are working according to their planned phase or not. It
is essential to monitor the actions as it will provide more better scope to grow in the corporate world.
 Action phase- Here, after analysing performance gaps employees and management team try to take those decisions and
actions which help them to reduce the gap between their planned performance and their actual performance (Białowąs, 2018).
In case company found any difference between their planned quality and actual quality them here they make another strong
strategies to reduce this gap.
Strategy of QTC Company for quality management
 Regularity in training and inspection programmes- It is essential for QTC company to provide training to their
manufacturing department employees on regular basis. To update their knowledge about current marketing conditions and
trends is essential and this can be done through training of employees after every specific period of time. Secondly inspection
will help to determine whether employees are working according to current training programmes or not. It will further help to
determine the requirement of engineers within the company. The major issue of company is declining of engineers in North-
East of England. Hence regular basis training will develop the skills of existing engineers within the company.
Concept of quality assurance (QA)
Quality assurance is the way of performing those activities which helps to eliminate the mistakes and uncertainties at
manufacturing department and it also makes sure that good quality products will be offered to end customers. Quality assurance
further help to identify that what are productive and unproductive activities within an organisation according to organisational aim. It
is essential to focus on quality assurance because eliminating efforts on unproductive activities will helps in focusing more on
productive activities which will help to provide quality of products. Quality assurance is same, where companies tries to make those
products and services which they can serve to end customers by providing guarantee that their products will satisfy their needs.
Principles of quality assurance-

 Fit for purpose- According to this principle of quality assurance, it is essential that the purpose of developing product and
services should be reached. Most of the companies assure that the products must satisfy the needs of customers and their main
purpose for which they are developed. QTC company must makes sure that their quality assurance must meet the purpose to
design their products.
 Right first time- This principle is also called zero defect approach. According to this principle, quality assurance makes sure
that manufacturing products will manufactured in sucha away that there will be no defect left after completing of
manufacturing process (Bouranta and et. al., 2019). It further states defects will be checked during manufacturing process as
well as in distribution process of goods because sometimes products are manufactured is a proper way but while delivering or
transferring it from one place to another it get damaged. Hence, this principle makes sure that the product will be received by
end customers in a proper way.
Factors which affect quality assurance-
 Complexity of the end product- The complexity and simplicity of product manufacturing must impacted upon quality
assurance. When a product is manufactured in easy way with less stages of production then there will be less chance of defects
and issues in products. On the other hand, when products are designed and produced in a complex way with lots of stages of
production then this will increase the chances of defects occurrence when it is offered to end customers.
 Handling and delivering the products- It is essential to handle and deliver the product in safe manner because sometimes
products are manufactured in a proper way but customers will receive the same product in defective condition because of long
and complex transportation and delivery process (Dynnyk and et. al., 2019). Hence, it is recommended for the company to hire
their own employees and vehicles like trucks and vans to deliver their products to end customers so that they will deliver it
smoothly for maintaining the quality.
 Time gap between manufacturing product and receiving the product to end customers- It is good when companies
deliver their products to end customers just after manufacturing the product to maintain its quality because recently

manufactured products have better quality then the products kept as inventory for longer period of time. Most of the companies
manufacture their products and kept them in their warehouses for longer period of time without getting any attention to their
management. This is harmful for the company because when they delivered a product to end customers which is manufactured
few years back then the product will not work according to the expectation of customer. Hence, it is recommended for
company to make sure that their inventory will be delivered to end customers as soon as possible.
 Advanced and modern technology as well as procedure should be adopted- It is impactful when new and advanced
technology is adopted to manufacture good quality of products by a company. Modern technology helps the employees to
reduce their manual efforts on a product. Advanced technology and machines will make sure that the products will produced in
a better way. (Ladewski and Al-Bayati, 2019).
 Skilled and experienced workforce- Skilled and experienced workforce at manufacturing departments helps to analyse the
defects easily and make them correct on the spot when it occurs. Skilled workforce has the experience that what all procedures
and techniques they will adopt to produce defect free products.
Strategy of QTC Company for quality assurance
 Regularity in training and inspection programmes- It is a good strategy to adopt regular training of employees so that their
skills will get improved and a improved skill employee will perform best performance in QTC company to manufacture
engineering tools properly. On the other hand regular inspection will further help to identify defects and make them correct so
that end customers will get good conditioned Engineering tool from QTC company.
Concept of Quality control
The main purpose of quality control is to uncover the defects and suggest some corrective measures to eliminate those defects
as soon as possible. Quality control is the process of monitoring the quality of products and services on regular basis. It includes to
keep a regular check on the process of manufacturing the product to the process of distribution of products to end customers. It is done

to ensure that customers will receive best quality of products which is defect-free. There are various benefits of quality control within
Quality Tooling Company which are explained below-
 Increase customer satisfaction- It is essential to focus more on quality control when a company including QTC needs to
achieve more customer satisfaction. By focusing more on quality checks and quality control, they are able to find more defects
in their products which is ignored by production department employees (Seyfried and Ansmann, 2018). They eliminate the
defect which helps to make sure that customers will receive defect-free products. Defect-free product will further help to
increase overall satisfaction level of customers.
 Lower production cost- With the help of quality control, QTC can control their production cost also because quality control
also helps in reducing the wastage of raw material. When raw material is used appropriately with minimum wastage then the
production cost will get reduced.
 Enhance brand image- A quality control process helps in making sure that company's targeted customers will not get any
defective product because any defective product or service will damage the company's reputation. QTC is more focused to
control the quality of their engineering tools by testing them before delivering them to end customers. This will help them to
perceive a good customer perception from their every targeted customer. Hence, their brand image will get enhanced in
market.
Steps of quality control in Quality Tooling Company-
 Define quality standards- Defining a standard is essential that what are the basic aim of quality check and how it will be
conducted. According to QTC company, they can make a plan for analysing their quality and detecting defects within a fix
period of time.
 Selecting the quality control method- After analysing a effective plan for quality check, QTC company is required to select a
specific method which is adopted for quality control. Adopting many methods together is not effective as it will create more

chance of mistakes in ckecking the quality of engineering tools for QTC company. Hence, choosing a single method is
effective for them.
 Defining the number of products for testing- In context of QTC, they are manufacturing more than one Engineering product.
It is essential that number of products and their variety will be decided for checking. Hence, it will help to make a clear mind
set that how they have to check a specific variety of tool and in which ways (Nguyen and Nagase, 2019).
 Analysing quality defect and taking corrective measures- After quality test, it is essential to mark and report the present
defect within the product so that senior authority will make corrective measures to improve the overall quality of their product.
 Review the change- After making changes in strategies and actions of company, it is essential to have a regular inspection that
the new change is effective or not because changes are taken to improve the process or quality of whole organisation to
achieve more profit. In case changes are providing no benefit then there is no use of making changes. Hence, it is essential to
review the new strategies on regular basis.
Strategy of QTC Company for quality control
 Regularity in training and inspection programmes- Inspection programmes of QTC company will help to test the quality of
products which they are manufacturing. It is beneficial for them to hire skilled and experienced engineer for inspection and
testing of quality of tools because A experienced engineer have all the knowledge of current trends and modification of
engineering tool.
How the improvement strategy would help to sustain the Culture of Quality in the organisation?
Improvement strategies are adopted with the main aim of providing better quality of existing product (Samani and et. al.,
2019). In context of Quality Tooling Company, they adopted the strategy of regularity in training and inspection programmes within
their company. By adopting this strategy, QTC will manage their culture of quality in the organisation as regular training of employees
will help to develop their skills, talents and knowledge which will help them to work properly and manufacture defect- free tools of
engineering. Whereas, regular inspection on timely basis will also help to detect the defects and make them correct. Inspection

activities include to make reports of current environment of organisation and the working condition which will further help to analyse
what all obstacles are faced by employees to perform with their best efforts. This report is further given to senior authority which tries
to eliminate all those obstacles by their power.
CONCLUSION
From the above information it is concluded that adopting quality management strategies is essential for any company because
companies can gain more customers by providing them good quality of products. Good quality also indicates advance and updated
product as per the current trend which ensures least chances of defects. The main elements of Quality management is customer
focused, total employee involvement and many more. There are overall four stages of total quality management whose first phase is
Planning Phase which makes the framework that the quality will be maintained in the organisation and what all resources are required
to manufacture best quality products. Second phase of TQM is Doing Phase which states that the actions will be implemented as per
the planning. Third Phase is Checking Phase which states that the action will be checked on regular basis and fourth stage is Action
Phase which states that in case there is any difference between Planning Phase and Action Phase, then it require to make change in
strategies or planning as soon as possible.
TQC company make strategy of 'Regularity in training and inspection programmes' which help them to maintain the TQM of
the organisation. By adopting this strategy, QTC will analyse the lack of engineers in their company and regular training programme
will help them to develop the skills of their existing employees which will reduce defects in products. Regular inspection by a
experienced engineer will help to develop advanced engineering tools which will help the company to gain more demand from
targeted market as advance and modern engineering tools will attract more customers.
Quality assurance is the term which is used to identify the mistakes within the manufactured product as well as in the process
of company to perform their task and make them correct. It is the type of guarantee given to customers that they will receive defect-
free product. It is essential to focus on delivering and transportation process of company because sometimes products get damaged in
moving from one place to another.

On the other hand, quality control makes sure that new quality strategy will be reviewed on regular basis. It is essential for the
company to focus on quality control as it provide more chances to attract more customer and it also develop reputation of company.
There are many benefits of quality control within a company like increase customer satisfaction, lower production cost, develops
brand image and many others. Improvement strategy will help the company to achieve sustainable culture for quality management
because regularity in training programmes will ensure to develop skills of employees which make sure that all products will
manufacture properly in present as well as in future. Regularity in inspection of tasks will help to identify defects and make them
correct.
Recommendation for QTC
 It is recommended for QTC that they must have a separate department for checking the quality of their manufactured product
which have the skilled and experienced employees.
 It is also recommended to QTC that they must focus on perceived value of their customers and the complaints they receive
from them so that they will analyse which product is having more defects. Therefore, focusing more on those specific products
which receive more complaints will help to identify defects to make better strategies.
 QTC is a company which manufactures Engineering tools. Hence, for testing their tools they must invite external Engineers
who work with this tools so that they will provide actual review on their tools.
 It is also recommended for QTC that they must focus on adopting those quality maintaining strategies which helps them to
satisfy their employees. When employees get more satisfying then they will perform better to make tools.
 It is also recommended that they must analyse their marketing conditions and industrial conditions on regular basis because
QTC are working in that industry where changes in tools and modification in products take place very quickly. In case they are
unable to adopt the change then they will face a huge loss. Hence, it is essential for QTC to be alert for the change in their
marketing conditions. This will further help them to adopt most advanced and modern technology for their production.