God, grant me the serenity to accept the things I cannot change, The courage to change the things I can, And the wisdom to know the difference. (Serenity Prayer, Reinhold Niebuhr)

The Quality Function

The quality function is the entire collection of activities through which we achieve customer satisfaction and loyalty, no matter where these activities are performed (Gryna, et al 2007).

The role of the quality function may include:

Each job encompass three roles for the job holder:
Customer - receives inputs Process Owner - converts inputs Supplier - delivers results
Agree on and document my requirements with my supplier Return defective inputs to my supplier promptly and tactfully Feed back input quality data to my supplier Learn and apply the tools of quality – teach others Continuously improve my process – reduce defects, cycle time and know benchmarks Document and display my process, defect levels, and CI projects Understand my customer requirements and agree on and document my deliverables
Reduce defects and variations in my output
Measure my output quality from my customer’s perspective