The Importance of Quality Control to Improve the Customer Satisfaction


The Importance of Quality Control to Improve the Customer Satisfaction
By Muhammad Farhan

Quality control is a process and activity carried out by the Company during the production process which aims to achieve, maintain and improve the quality of products or services in accordance with the standards and criteria set by the Company. Quality control aims to increase customer satisfaction and maintain the company’s reputation. The main focus in quality control is product quality control, which is carried out to evaluate the extent to which products or services meet company standards. A commonly used approach is to control product quality through product samples, which allows manufacturers to determine the level of product conformity with expectations and production plans. Production quality control is important to ensure that the products produced remain in accordance with the production plan, so regular quality checks are needed to ensure the products produced meet the established standards. 

Quality control can be carried out by companies either manually or modernly. In the manual approach, companies usually form a quality control team whose task is to monitor the entire production process so that it complies with predetermined standards. On the other hand, modern approaches often adopt more efficient technology by using special devices or tools. The quality control team’s responsibilities include monitoring product progress in the production stage to ensure quality and criteria are maintained, as well as guaranteeing product completion on time and as desired. They are also responsible for analyzing, conducting research and testing products that have been produced, as well as verifying product quality through company criteria and assessments. In addition, the team must oversee the entire production process, identify and address product quality issues, and ensure that products meet company and ISO quality standards. They must also be able to identify problems related to product quality and find appropriate solutions, as well as create product notes or documentation for the company’s future reference.

The quality control function includes several important aspects as follows:

  1. Quality control helps maintain established quality standards for products or services and ensures that they meet customer expectations.
  2. Maintaining product or service quality, quality control helps increase customer satisfaction, which in turn can increase customer loyalty and expand the company’s market share.
  3. Helps in identifying areas where improvements are needed to increase efficiency and reduce waste in the production process.
  4. Reducing the number of defective products and associated rework costs, quality control helps companies save costs and increase overall productivity.

The quality control process goes through several important stages. The first stage is planning, where quality standards for the product or service are established. Apart from that, measurement and evaluation methods need to be developed. The second stage is implementation, where the production process or service provision is carried out in accordance with established standards, with continuous monitoring to identify potential defects. The third stage is monitoring, where various measurement techniques and tools are used to monitor the quality of the product or service being produced. The fourth stage is evaluation, where the product or service is evaluated to ensure that it meets established quality standards using physical, functional, or user testing. Finally, the fifth stage is corrective action, where if a defect or nonconformity with quality standards is found, corrective action is taken to correct the problem, including improving the production process, repairing defective products, or revising quality standards.

The conclusion is that quality control is a process carried out by a company to achieve, maintain and improve the quality of products or services in accordance with established standards. This process aims to increase customer satisfaction and maintain the company’s reputation, with the main focus on product quality control. This process involves the stages of planning, implementation, monitoring, evaluation and corrective action. Quality control functions include maintaining quality standards, increasing customer satisfaction, identifying areas of improvement, and reducing product defects and rework costs. These stages ensure that the product or service produced meets established quality standards, with ongoing monitoring and corrective action if necessary.