Quality control processes can be used most businesses, whether they are product-based or service-based. Learn how to insert quality into your business. When you think of quality control, you probably think of manufacturing businesses inspecting products for flaws. In reality, quality control processes can be used in all types of businesses, whether they are product-based or service-based, B2B or B2C. Quality control is a key component of a well-run business.
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As earlier HBR articles have emphasized, quality control is a crucial function in an organization that markets services. But is quality control the same thing in a service company as in a manufacturing concern? And what does management have to do to establish it in operations? Little has been written on these questions, though valuable […]. Little has been written on these questions, though valuable insights and principles have been acquired by leading companies in the service sector. Since this article is about people, I shall begin with a story about a person I know. The purpose of this story is to provide a reference point for the discussion and analysis that follow, for in every case the programs to be described must be evaluated in terms of how well they meet the needs of particular individuals who, like the subject of my story, possess conflicting motives and desires. Simpson was then assistant manager of a large restaurant in one of our major hotel properties. He was in his late twenties and had made steady progress with us. His file was clean of those pesky, lukewarm evaluations that can cool the enthusiasm of superiors as they leaf through personnel records seeking indications of exceptional management talent.
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Quality assurance QA and quality control QC are two terms that are often used interchangeably. Although similar, there are distinct differences between the two concepts. This page will explain the differences between quality control and quality management, and provide definitions and examples of each. Quality assurance and quality control are two aspects of quality management.
Quality control QC is a procedure or set of procedures intended to ensure that a manufactured product or performed service adheres to a defined set of quality criteria or meets the requirements of the client or customer. QC is similar to, but not identical with, quality assurance QA. While QA refers to the confirmation that specified requirements have been met by a product or service, QC refers to the actual inspection of these elements. In order to implement an effective QC program, an enterprise must first decide which specific standards the product or service must meet. Then the extent of QC actions must be determined -- for example, the percentage of units to be tested from each lot. Next, real-world data must be collected -- such as the percentage of units that fail -- and the results reported to management personnel. After this, corrective action must be decided upon and taken. For example, defective units must be repaired or rejected, and poor service repeated at no charge until the customer is satisfied. If too many unit failures or instances of poor service occur, a plan must be devised to improve the production or service process; then that plan must be put into action.