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Quality Assurance and Audit Chapter 1
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Copyright © 2013 Pearson Education, Inc. Publishing as Prentice Hall. Copyright © 2013 Pearson Education, Inc. Publishing as Prentice Hall.
Chapter 1:
Understanding Quality
Assurance
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Quality Assurance and Audit
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Copyright © 2013 Pearson Education, Inc. Publishing as Prentice Hall.
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Key Objectives:
Understanding the context: Quality System
Model
Understanding the context: The three spheres
of Quality
Quality Assurance
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Quality Assurance – The Context
Quality
System
Model
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Quality System Model
People
People represent the core of the firms
capabilities
For a quality system to function effectively
employees must understand that they are
integral to the system
Copyright © 2013 Pearson Education, Inc. Publishing as Prentice Hall.
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Quality System Model
Organizational learning and knowledge
Knowledge is the capital that fuels
outstanding quality results
Outstanding customer service results from
providing employees with outstanding training
and knowledge
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Quality System Model
Culture
Attitudes towards change
Presence or absence of fear
Degree of openness
Fairness
Trust
Employee behavior at all levels
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Quality System Model
Closeness to Customers
Companies that value knowledge will gather
data about customers and will study and
understand customer needs
Customer retention is closely related to
profitability
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Quality System Model
Information and Finance
Well-designed information systems … become
the institutional memory for customer needs
Financial resources are needed to provide the
infrastructure and services that customers want
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The Three spheres of Quality
Quality planning and management
Quality assurance
Quality control
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Quality Assurance – Internal Validation
Simple Self
Assessment
Tool
(1 of 3)
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Quality Assurance – Internal Validation
Simple Self
Assessment
Tool
(2 of 3)
Copyright © 2013 Pearson Education, Inc. Publishing as Prentice Hall.
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Quality Assurance – Internal Validation
Simple Self
Assessment
Tool
(3 of 3)
