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BUMI TUNGGAL MAJU SDN BHD TRAINING MODULE
4.4 QUALITY INSPECTION AND CONTROL
QUALITY MANAGEMENT
Quality management is a broad term that carries many definitions depending on the applicable
situation that it can be used. Various definitions exist that can be applied in cleaning services
which are and can be explicitly defined as;
The system that encompasses both quality assurance and quality improvement, describing a
program of evaluating the quality of services using a variety of techniques.
The application of a quality management system in managing a process to achieve maximum
customer satisfaction at the lowest overall cost to the organization while continuing to improve
the process.
An ongoing effort to provide services that meet or exceed customer expectations through a
structured, systematic process for creating organizational participation in planning and
implementing quality improvements.
LEVELS OF QUALITY MANAGEMENT
Three levels of quality management can be identified which act as guiding tools and
when implemented, can improve the level of service quality in the cleaning industry.
A. Quality control and inspection
B. Quality assurance
C. Total quality.
Quality control and inspection
Quality inspection relies on supervision as the most basic approach to minimize errors.
Simply put, the mistakes are inspected and then corrected. On the other hand, quality control is
more detailed in nature and involves; inspection, correction and the investigation of problems to
find cause and prevent mistakes reoccurring.
• Quality control takes place in the work place by inspecting;
• The work program and how well it is carried out
• The necessary activities, are they carried out properly?
• The frequencies listed in the cleaning program and how they are met
• The methods applied and if they are the right ones.
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