Managing Product Quality in New Zealand Firms

Abstract

A survey was carried out recently in New Zealand manufacturing firms to identify typical quality management policies and operating practices and to determine changes in recent years. Product design quality and quality control procedures were investigated, together with testing and quality control of finished products and the procedures for dealing with customer complaints. Training in quality assurance methods and overall costs of quality management, and attitudes towards external verification of quality management procedures were also examined. Managers have recognized the importance of high quality standards for ensuring company survival in competitive markets. More has been spent recently on improving quality policies and quality management training, but serious gaps were identified between quality policies and operating practices.