At Kenway Quality Assurance is the process of verifying or determining whether products or services meet or exceed customer expectations. Quality assurance is a process-driven approach with specific steps to help define and attain goals. This process considers plan, method and service.
The four quality assurance steps within the Kenway model stand for:
A program of account management, which monitors performance of account specifications and customer satisfaction.
Quality assurance inspectors are selected for their integrity, objectivity, strength of character, common sense and understanding of the business.
Extensive classroom and field training are conducted by management personnel and Maintenance Methods, Inc. consulting staff members.
Scheduled and non-scheduled on-site inspections are conducted at regular intervals.
Inspection results are recorded numerically and audited for accuracy. An account quality index is also established, discrepancies are identified and corrective procedures are immediately initiated. Quality assurance and meeting with customers if desired.
Plan: Establish objectives and processes required to deliver the desired results.
Do: Implement the process developed.
Check: Monitor and evaluate the implemented process by testing the results against the predetermined objectives
Act: Apply actions necessary for improvement if the results require changes.
PDCA is an effective method for monitoring quality assurance because it analyzes existing conditions and methods used to provide the product or service our customers. The goal is to ensure that excellence is inherent in every component of the process. Quality assurance also helps determine whether the steps used to provide the product or service are appropriate for the time and conditions. In addition, if the PDCA cycle is repeated throughout the lifetime of the product or service, it helps improve internal company efficiency.
Kenway Quality assurance demands a degree of detail in order to be fully implemented at every step. Planning, for example, could include investigation into the quality of the product materials used in our cleaning methods, the actual assembly, or the inspection processes used. The Checking step could include customer feedback, surveys, or other marketing vehicles to determine if customer needs are being exceeded and why they are or are not.