‘Quality Control’ has industrial overtones. It conjures up the image of a technician at the end of an assembly line checking the specifications of a product.

This is ‘feed-back’ control.

But quality control at the source is ‘feed-forward’ control!

Defects should be anticipated and managed at the beginning of the process, not the end. This ensures the final product will be defect-free.

Quality in any business or organisation makes for customer loyalty by satisfying or exceeding customers’ expectations. Customers should get what they want, when they want it, when you promised it.

Nothing kills customer loyalty more than inconsistency in the quality of services or products. Obviously you want to satisfy your customers more than your competitors do.

So while traditionally, quality control meant inspection at the end and often a large number of rejects, quality control at the source means doing it right the first time. People throughout the organisation are involved and become their own inspectors, personally responsible for the quality of what they produce.


Source: Introduction to Materials Management and other publications.