Open University
of Mauritius
BSc (Hons) Management
Unit 2
Basic Principles of Quality
Cohorts 9 & 3
Dr T.C.Bungshy
september 17
cb/qm2/17 OU/PT/BSc Mmgt 1
Aims of this Unit
• To provide an understanding of the concepts of
Quality and the way this is changing
• To provide a basic understanding of the development
of QMS and the Standards
• To provide an understanding of the processes of
certification and accreditation in Europe and the
growth of such schemes worldwide
cb/qm2/17 OU/PT/BSc Mmgt 2
Contents
• Concepts of Quality
• Definitions of Quality
• The Role of the Customer/Purchaser
• Quality Control and Quality Assurance
• Quality Management and Quality Management
Systems
• Quality Management System Documentation
• Quality Management System Standards
• Certification and Accreditation
cb/qm2/17 OU/PT/BSc Mmgt 3
Concept Of Quality
• Can mean many things to many people and
in everyday life is usually associated with
costs
• Which one is a Quality car?
• New definitions have been created by
Quality Gurus and proponents of new
approaches to TQM
• Various definitions of Quality
cb/qm2/17 OU/PT/BSc Mmgt 4
Definitions of Quality
• Dictionary: “the degree of excellence of a
thing”
• “Fitness for Purpose” – J M Juran
• “Conformance to requirements” – P B Crosby
• “The Degree of Excellence by which we satisfy
our customers”-Popplewell and Wildsmith
• Juran and Crosby definitions are the simplest
cb/qm2/17 OU/PT/BSc Mmgt 5
The Role of Customer/Purchaser
• Customers has a major role in the achievement
Quality.
• Supplier-Customer equal incumbency
• Initial and ongoing communication is one of the
key factors in the achievement of Quality
• Specific requirements:
– Anticipation by supplier/manufacturer
– Defined or stated by purchaser
cb/qm2/17 OU/PT/BSc Mmgt 6
Quality Control and Quality Assurance
• ISO 8402 now ISO 9000 Vocabulary
• QC- “operational techniques and activities that are used
to fulfill requirements for Quality”
• QA- “all the planned and systematic activities
implemented within the quality system, and
demonstrated as necessary, to provide adequate
confidence that an entity will fulfill requirements for
quality
• QC is one aspect of QA which concerns all activities of
quality
• QC reactive function whereas QA is proactive
OU/PT/BSc Mmgt
cb/qm2/17 7
Quality Management and Quality
Management Systems
• QM- “ all activities of the overall management
function that determine the Quality Policy,
Objectives and responsibilities implemented
using Quality Planning, Quality Control, quality
assurance and Quality improvement”
• QMS- “ defines common sense management
techniques in a formal standard”
cb/qm2/17 OU/PT/BSc Mmgt 8
Quality Management System Documentation
• QMS standards require the system used to ensure its
related procedures to be documented
• Written in a user friendly format and simple to
implement to end up with a sound working system
• Produced in tiered or hierarchical structure:
– Quality manual
– Operational Procedures
– Work instructions
– Standard documents/legal requirements
cb/qm2/17 OU/PT/BSc Mmgt 9
Quality Management System Standards
• Transition from QC to QA
• First formal QMS in the form of a standard was US
military Specification –US-MIL-Q-9858A published in
1963
• Used solely on contractual basis between US military
organisation and the manufacturers
•Then came NATO’s AQAP-1, UK military-BS 5750 in
1979 until Lord Warner’S ISO 9000
• EN to BS EN ISO 9000
•UKAS oversees all accreditation bodies
cb/qm2/17 OU/PT/BSc Mmgt 10
Certification
• Certification of organisation as whole , all its
processes and premises but not the
products/services
• If processes are robust then logically the
products should be of quality
• Product certification is different
• ISO 9000, 14000, 22000 etc
cb/qm2/17 OU/PT/BSc Mmgt 11
Accreditation
• This is a certificate awarded to the
organisation but for the methods and
techniques used to produce an expected
result
• Laboratories –testing and calibration methods
• Certifies people doing the tests and calibration
• List of signatories
• ISO 17025, 15189 etc,.
cb/qm2/17 OU/PT/BSc Mmgt 12
Thank you
• Questions and Answers
cb/qm2/17 OU/PT/BSc Mmgt 13
