Course notes lesson 8

Topics: Quality management, Management, Quality assurance, Process management, Quality management system / Pages: 24 (5860 words) / Published: Mar 26th, 2014
Lesson 8 Quality Management
Welcome to Lesson 8, Supplier Quality Management. After completing this lesson, you will be able to:
Understand the importance of supplier quality management.
Recognize the factors which influence supply management's role in managing supplier quality.
Link the principles of Total Quality Management (TQM) to supply management practices.
Understand the principles of ISO 9000 and 14000.
Develop the elements of a basic supplier quality manual.

LESSON OVERVIEW
Quality is a competitive weapon; you either use it to win customers or your competitors use it to win customers away from you.
Supply management must understand what their organization and their organization's customers need, and work with their suppliers to meet these needs.
Quality management is about relationships, quality management systems and a careful application of specific techniques.
Quality is a contentious issue. Much of the debate is caused by differing definitions of quality. Is quality just meeting the specification of the product or service or is quality meeting all your customer's expectations?
There are many different definitions. Juran defined quality as "fitness for use". Crosby defined quality as "conformance to requirements". Feigenbaum defines quality as "the total composite of product and service characteristics of marketing, engineering, manufacturing, and maintenance through which the product or service in use will meet or exceed the expectations of the customer". If you are using different definitions of quality, you will likely never agree as to whether you are actually achieving quality.
It is critical that you and your suppliers are using the same definition when you are discussing, negotiating, or evaluating the quality of goods and services.
The Importance of Supplier Quality Management
What is Supplier Quality?
Quality should be viewed as a fundamental principle of any business management system. Customer expectations are constantly

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