Kondo, Yoshio (1990, ASQC) Kyoto University, Shimogamo, Sakyo-ku, Kyoto, Japan
Though the quality functions of administrative departments are diverse and indirect, most of them are of supporting character and indispensable for the customers within the company. This is the reason why the QC activities in administrative departments cannot be ignored in companywide quality control. Though the QC activities in the administrative departments are sometimes considered different from those in the main stream of quality assurance in marketing, designing, manufacturing, inspection, sales and service departments, similarities are also found between them. The activities are classified into internal and external activities. In the internal activities, defects, reworks, delay, etc. are found, and the improvement is needed in order to prevent the recurrence. Customers of an administrative department are usually within the company, and the quality assurance for them is the most important goal. The so-called "QC story" approach is effective, and simple statistical methods are applied for the quality improvement and process control. Control chart and the process capability index are most important among them. Upstream control is preferred to take prompt corrective actions.
Quality management (QM)