Total Quality Control
The quality of a product is its ability to serve and satisfy the needs of its customer. To produce high-quality products, JIT firms conduct surveys, deploying their marketing workforce to understand their customer needs and requirements. This information is useful for designing the features of products in such a way that they fulfill customer needs. It is not just the quality control department of the firm that is responsible for ensuring product quality. High quality can be attained only through the collective and coordinated efforts of all the departments of the firm. For instance, the purchasing department works in coordination with the quality control department and purchases only those supplies that meet the quality requirements. The personnel department trains and motivates its workers to produce products of the required specifications and quality. The concept of the 'immediate customer', (explained below) followed by JIT firms helps them achieve the required levels of quality.
Concept of immediate customer
A non-JIT firm considers a customer as a person outside the firm who buys its products for his use or consumption. But JIT firms view customers in a different way. They use a concept known as 'immediate customer'. Each worker in the firm considers the next worker (who continues the process of production) as the customer. Therefore it is the responsibility of the worker to ensure the product is processed to meet certain specifications and quality requirements before passing it to the next worker, i.e. the immediate customer. In JIT manufacturing systems, each worker is trained in quality principles and testing procedures. Workers are made fully responsible for the work they carry out at their workstation and they are entrusted with the job of inspecting their own work. Only items of acceptable quality are delivered to the immediate customer.
JIT firms do not maintain separate departments for correcting defects. Each employee has to identify and correct his or her own mistakes and send it to his or her immediate customer. Every worker analyzes the types and sources of errors and then develops methods to prevent them in the future. In case a worker delivers a defective item or an improperly finished item to his immediate customer, the worker who identifies the defect is authorized to stop the process and take necessary actions thereafter.
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