2. How do managers control quality?
Quality is the ability of a product or service to reliably do what it is supposed to do and to satisfy customer expectations. A good way to assess quality is by looking at the following management functions- Planning and quality: managers must have quality improvement goals and strategies and plans to achieve to goals. Goals can help focus everyone’s attention toward some objective quality standard.- Organizing and leading for quality: organizations with extensive and successful quality improvement programs tend to rely on cross-functional work teams and self-directed or empowered work teams.- Controlling for quality: quality improvement isn’t possible without having some way to monitor or evaluate progress. Quality goals:- ISO 9000 is a series of international quality standards that set uniform guidelines for processes to ensure that products conform to customer requirements.- Six sigma is a quality standard that establishes a goal of no more than 3.4 defects per million units or procedures