Quality Control & Quality Assurance at Marks And Spencer's.

Authors Avatar

Quality Control & Quality Assurance at Marks And Spencer’s

Whilst Quality Control (QC) and Quality Assurance (QA) may sound similar they aren't the same. Quality control was originally defined as the maintaining of specific standards by inspecting, sampling, and testing the product at various points along the production of the product. Quality assurance, however, is making the quality of the product the responsibility of everyone and is designing the product to be a quality product (this goes down to details like choosing good suppliers etc).

There are a number of different types of quality assurance systems in use by different companies.

Total Quality Management (TQM):

This is an organisational culture committed to improving quality on a continuous basis within every function and every department. Everyone that works for the company must be looking to improve the quality of their work and the product. In these organisations the customer is always put first by, for example, having systems in place to provide effective customer service, and by conducting market research to find out what features the public wants. Marks and Spencer’s achieve this through their EPOS system, here they can find out what sizes are available and can suggest to the customer what to buy.

Quality Circles 

This is when a small group of people (5 to 10) from the same organisation meet regularly to discuss and examine workplace issues such as quality, productivity and wastage. If the quality circle is to be effective in its operation then all the members should be trained in quality control techniques and they can decide what issues they want to examine. The members should have volunteered to be a member of the circle, and not forced, and they should have access to management so they can recommend what should be done to them. In M&S all staff are encouraged to submit ideas. In Sprucefield they get various ideas from staff, and the best one is adopted in the shop, there also is a chance for the idea to be taken up nation wide and so that person with idea is rewarded

Join now!

They work best when they are used in a consultative management style because the members need to give their opinions to the managers..

Self Checking 

This is where you make sure all of the components are good before using them in the production process. The basic principle is 'don't move onto the next stage until you are sure everything is satisfactory'. Workers under this principle are often given a sheet of instructions, which details what they should do on their part of the production line. As always the quality of M&S goods are high, however any problems that do arise ...

This is a preview of the whole essay