Without a quality plan, results will be inconsistent: your products and services may be good one day and poor the next!
Experience shows that differences between the quality of products and services in the early days and later in a business's operations arise for two reasons.
A- Deliberately.
B- Because there is no quality plan.
What does deliberate deterioration in quality mean?
Many businesses produce initial samples of their products and services under controlled or laboratory conditions, with maximum care and supervision and the best raw materials and facilities, to attract customers.
But they cannot sustain these conditions because doing so is not economically viable, or because increased demand makes it impossible.
Customers have understood this very well and adapted to it: they buy a business's initial products but do not continue with it afterward.
Some other businesses, trying to remain in price competition, see reducing costs as their only option. The first available measure they identify is replacing quality inputs with lower-quality but cheaper ones.
Whatever the reason, it damages the business's reputation and is recorded in the customer's mind as dishonest behavior.
Having explained that, let us consider what a quality plan means.
Once again, refer to article 4 and review the factors affecting quality.
By now, you should have realized that the main secret of success is contained in that article.
There is no way to produce products and services of consistent, sustained quality without identifying and controlling the factors and resources that affect the quality of your work.
In other words:
-Identify and define suitable raw materials and establish the controls required for purchasing and using them.
-Specify which machinery and tools must be used, how they must be adjusted and how they must be operated.
-Identify competent, suitable people for each task. Do not allow unrelated, unskilled or untrained personnel to perform the work.
-Explain the workflow simply and clearly, and make it accessible to employees so that they can follow it.
-Define and specify other resources, such as environmental conditions, in the same way.
-Specify how to respond if something undesirable happens, or a product or service is produced despite your plan that does not meet expectations.
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