Quality Manager

Quality assurance is a function that exists in the manufacturing and engineering sector as well as
the service industry sector and can be described as that part of quality management focused on
providing confidence that quality requirements will be fulfilled.
Quality management, on the other hand, can be described as all those coordinated activities that
are required to direct and control an organisation with regard to quality.
In reality, managing for quality is all about recognising who your customers are and what they
need from you both now and in the future. It is about identifying potential customers and markets
and how they might be persuaded to use your services or product.
And it is about how you deliver your service or product to your customers in accordance with
their expectations of quality, delivery and budget. Not forgetting, of course, that you have to
make a profit and plan to meet the expectations of tomorrows customers.
But, perhaps most importantly, managing for quality is about performance improvement. This
means improving the quality, delivery schedule and price of your product or service, improving
the systems and processes that deliver them and all the resources that support these processes.

The role
The quality manager will champion, support or lead quality improvement initiatives. He or she is
responsible for ensuring that all managers, process owners and supervisors develop and maintain
their part of the quality management system.
The quality manager monitors and advises on how the system is performing, which may often
include the publication of statistics regarding company performance against set measures.
A key role of the quality manager is that of ensuring that customer requirements and expectations
have been accurately identified and that the organisation is meeting or exceeding customer
expectations.
This role may also extend to determining how customers expectations will change over time and
what the organisation needs to do to meet these changing expectations. Additionally he/she will
be responsible for supporting the development and maintenance of a customer-focused culture
within the organisation.
The quality manager will also probably be involved in developing the quality goals and targets in
the organisations strategic plan.

A knowledge of statistics is required with general numeracy, coupled with good interpersonal
skills. The job function covers all aspects of a work group's or company's operation and requires
the ability to assimilate and analyse information.
Job titles may also refer to quality control.

Typical work activities

The work of the quality assurance officer/manager varies according to the context. Within a
technical context it is likely to include the following activities:
Own organisations quality management system:

Promoting quality achievement and performance improvement across the organisation

Maintaining a constant awareness of the business context and company profitability

Assessing product specifications and customer requirements

Ensuring compliance with national and international standards

Considering application of environmental and health and safety standards

Agreeing in-house standards

Defining processes and procedures in conjunction with operating staff

Bringing together staff of different disciplines and driving the group to formulate and
agree comprehensive quality procedures

Working methodically to establish a clearly defined management system that all staff can
apply

Setting up and maintaining controls and documentation

Supervising technical staff in carrying out tests and checks, often in a laboratory
environment

Ensuring tests and procedures are properly understood, carried out and evaluated and that
product modifications are investigated if necessary

Collating and analysing performance data against defined parameters

Writing technical and management system reports

Supervising the programme of internal auditing

Supervising the programme of continual improvement to product or services

Pinpointing relevant quality-related training needs

Supply chain management

Working closely with purchasing staff to establish supplier quality performance criteria
and monitor supplier performance

Assessing suppliers' product specifications and quality plans

Supervising the programme of supplier audits

Liaison activities

Liaising with other managers and staff, particularly in areas such as design, production
and purchasing

Persuading sometimes experienced and reluctant staff to change their way of working to
incorporate quality methods

Acting as key contact with customers' auditors and being responsible for ensuring the
execution of corrective actions and ongoing compliance with customers' specifications

The difference between manufacturing and service organisations is much less distinct than it
used to be.
However in a service organisation, public sector or commercial context, work activities may
additionally include the following:

Establishing reasonable standards of service for customers or clients

Preparing clear explanatory documents such as customers' charters

Monitoring performance through gathering relevant data and producing statistical reports

Ensuring compliance with relevant legislation

Responsibilities

Devise procedures to inspect and report quality issues

Monitor all operations that affect quality

Supervise and guide inspectors, technicians and other staff

Assure the reliability and consistency of production by checking

processes and final output
Appraise customers requirements and make sure they are satisfied
Report all malfunctions to production executives to ensure
immediate action

Facilitate proactive solutions by collecting and analyzing quality data

Review current standards and policies

Keep records of quality reports, statistical reviews and relevant

documentation
Ensure all legal standards are met
Communicate with external quality assurance officers during on-site
inspections