Total quality management 447 wholesome food. These visits combine the benefits of an external inspection of the system with the specific requirements that the customer may have, enabling these requirements to be built into the overall operation 15.5.3 Non-conforming product Any such incidents must be investigated thoroughly. The reasons for non- conformance must be investigated and corrections made to the quality system and operating processes to prevent recurrence 15.5.4 Conformance to specification It is necessary not only to ensure that all product conforms to its final specification, but also to determine proximity to target of all measured parameters-both product and process. Clearly this serves two functions: to detect deteriorating trends early, and to detect persistent divergence from target while still within specification. Both may lead to corrective action 15.5.5 Customer complaints These should be treated like non-conforming product. They should be investigated thoroughly. Any deleterious trends must lead to corrective 15.5.6 Quality action initiatives One of the key ingredients of any quality system, often referred to unkindly as the weakest link, is an organisations own staff. However, staff also provide a company's greatest innovative resource. Involvement of all staff with the development of new ideas, process discussion groups and quality circles will enhance process efficiency, detect poor performance and lead to corrective 15.5.7 Performance measures By setting performance measures for each key business area, or delivery process mechanism, the efficiency and performance of each key area can be monitored Improvements, as well as declining performance, can be tracked and all elements of the business put into a measurable framework. Typical performance measures can extend beyond simple productivity related issues and may incorporate elements as diverse as, energy monitoring, waste management, sales lead successes, new product development time and customer satisfaction surveys. All these sources of information on performance should be subjected senior management review. It is essential that senior management have the opportunity to review and take appropriate action at regular intervalswholesome food. These visits combine the benefits of an external inspection of the system with the specific requirements that the customer may have, enabling these requirements to be built into the overall operation. 15.5.3 Non-conforming product Any such incidents must be investigated thoroughly. The reasons for non￾conformance must be investigated and corrections made to the quality system and operating processes to prevent recurrence. 15.5.4 Conformance to specification It is necessary not only to ensure that all product conforms to its final specification, but also to determine proximity to target of all measured parameters-both product and process. Clearly this serves two functions: to detect deteriorating trends early, and to detect persistent divergence from target while still within specification. Both may lead to corrective action. 15.5.5 Customer complaints These should be treated like non-conforming product. They should be investigated thoroughly. Any deleterious trends must lead to corrective action. 15.5.6 Quality action initiatives One of the key ingredients of any quality system, often referred to unkindly as the weakest link, is an organisation’s own staff. However, staff also provide a company’s greatest innovative resource. Involvement of all staff with the development of new ideas, process discussion groups and quality circles will enhance process efficiency, detect poor performance and lead to corrective action. 15.5.7 Performance measures By setting performance measures for each key business area, or delivery process mechanism, the efficiency and performance of each key area can be monitored. Improvements, as well as declining performance, can be tracked and all elements of the business put into a measurable framework. Typical performance measures can extend beyond simple productivity related issues and may incorporate elements as diverse as; energy monitoring, waste management, sales lead successes, new product development time and customer satisfaction surveys. All these sources of information on performance should be subjected to senior management review. It is essential that senior management have the opportunity to review and take appropriate action at regular intervals. Total quality management 447