QUALITY

MANAGEMENT
MARÍA DEL CARMEN
HERNÁNDEZ
• Industrial Pharmaceutical Chemist

• Master in Biochemical Sciences

• Master in Business Administration

YOUR TEACHER
MY QUALITY
EXPERIENCE

ALMOST10 YEARS
WORKING AT ROCHE
IN QUALITY
CONTROL
 RATING SCALE

• 50% To knowledge (exam, and Quality

management work and presentation)
• 40% To do (class participation,
homework, class practices, so on)
• 10% To be (classroom rules)
 CLASSROOM RULES

Treat others with

respect always Listen to the teacher Ask for help when
(classmates and when she speaks. you need it.
teacher).

Respect other Listen and follow Always try your best.

people’s property. directions. Never give up!
 IMPORTANT DATES

1st evaluation week global tests

9–10 Oct. 29-30 Nov.

21–27 Nov. 4-5 Dec.

2nd evaluation week extraordinary exams
TOPICS INTRODUCTION TO QUALITY

QUALITY CONTROL THROUGH

THE STAGES OF A PRODUCTION
PROCESS

CURRENT ISO 9001

MANAGEMENT SYSTEM
CLASSROOM

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HOW MUCH DO YOU
KNOW ABOUT QUALITY?
• https://quizizz.com/ad
min/quiz/5f93047f8b9
14c001b51bfe2?source
=quiz_share
• Answer it
 1. Which of the following best describes
quality?

The service provided to a Products being made to a high A high level of productivity.
customer before, during and standard to meet customer
after purchasing. needs.
2. A business checks products after they are made.
What is this an example of?

• Quality Control

• Quality Circles

• Quality Assurance
 • are medium groups of workers, usually
between 10 and 15, who are paid to meet to
3. Quality Circles discuss methods of improving productivity
are...
• are small groups of workers, usually between 5
and 10, who are paid to meet to discuss
methods of improving productivity

• are small groups of workers, usually between 5

and 10, who meet voluntarily to discuss
methods of improving productivity
 4. Which of the following is NOT a dimension of
quality?

DURABILITY PERFORMANCE AESTHETICS AFFORDABILIT

Y
5. What is the world body for standards
formulation?

WHO ILO ISO QC

 6. What is ISO?

Indian organization for standard

Internal organization for standard
International organization for standard
None of the above
 7. "Improving quality through small, incremental improvements“
is a characteristic of what type of quality management system?

Just-in-time Benchmarking Value analysis Kaizen

8. Which of these is not the principle/main
focus of TQM?

Customers’
Annual profit
satisfaction

Total involvement
Efficient, effective
of people in an
and process
organization
 9. High quality can justify the _____________
strategy of the business (one of the marketing P's)

PLACE PRODUCT PRICING PROMOTION

10. This dimension of quality refers to the total useful
life of the product

Reliability
Durability
Performance
Conformance
11. Outsourcing refers to subcontracting operations from
independent suppliers or service providers

True False
 Call centers for computer
firm

Importing raw materials

12. Which of the Hiring security services

following is NOT for bank
an example of
outsourcing? Hiring cleaning services
in a bank
HAVE YOU
HEARD ABOUT
QUALITY?
FIRST DEFINITION OF
QUALITY

"How GOOD it is..." (Stone Age man,

≥ 10 500 years BP)
 OTHER DEFNITIONS
• Since then, and despite the evolution of the
language, there were always misunderstandings
and conflicts of interests. The need for an
agreement in the definition of quality grew and
grew...
• https://youtu.be/XslafBaj9j8?si=cNl2wZw-9IiM
f5tD