Human factor issue in quality management

Abstract

Quality management is very important in every business to ensure success of the business. As promoted by many quality experts, people are the most important factor in assuring quality of products and services. Managing human factors has significant impact on the quality performance of an organization. In this study, deterioration human factors management was identified as main contribution of the high number of customer complaints in a electronic packaging company. A survey was conducted among the target departments to determine the reasons of the deterioration in human factors and to identify the area for improvement. Pareto chart was used to prioritize the area for improvement. Human factors are important elements of quality management, therefore regular assessment, review and continuous improvement are required.