Abstract
The work described in this paper is part of a research study into the various ways in which United Kingdom manufacturing companies manage their product quality and, in particular, how quality-related decisions are made. This paper presents the results of in-depth investigations of six companies, with particular emphasis on formulation of quality policy, organisation for quality assurance, implementation of the quality policy, feedback from the marketplace, and the use of quality cost information. The investigation has highlighted the area of quality-related decision making and examples are examined to illustrate the strengths and weaknesses in the cases studied. Reference is made to the importance of a written quality policy statement, and the procedures for identifying various individual's involvement and responsibilities in such decisions is pointed out.
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