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Quality control in INKSYSTEM Company

Products’ quality is a major indicator of company’s significance and reliability. As customers have a right to access to information about products they choose. INKSYSTEM Company wants to favour this right and therefore releases information about quality control that has been recently put into practice.

First of all, it should be stated that INKSYSTEM Company has a system of quality control that differs from quality control department or quality committee as latter two are mainly elected after some problem occurs. Main distinctive feature of quality control system is that it functions permanently on each level of production, realisation and after sales control.

To start with, the customer should be aware that the system is working on a basis of Edward Deming working cycle. This cycle is also called Plan-Do-Check-Act principle and what is important the principle was the reason of Japanese economic miracle and proved to be winning. Therefore this PDCA cycle gained popularity all over the world. So what do these principles mean? In fact, the system divides business process into four steps:

1.  Planning. Within this step the company carries out identification of opportunities and possibilities, analyses the whole process starting from project development and up to the final product. And the final phase of the step is developing optimal way of implementation of made solutions.

2.  Do step. This is an implementation phase of developed solutions and manufacture of final product. Besides, Do step includes additional phase of data collection.

3.  Checking. While this step a special group studies collected data and compares against prognosticated results, after that tracks any kind of deviations and searches possible ways out to meet the plan or improves the plan.

4.  Acting. The step is devoted to corrective actions and working out suggestions to future plan development.

After implementation of these four steps there is a chance to prove the developed plan or to find possible deviations, find their roots, fix them and return to the improved plan.

Now you are acquainted with fundamental principles of the company that can be summarised to constant control and improvement, so let us proceed with quality control process itself.

The quality is tested in three main directions:

1.    Quality of products    2. Quality of customer support
    3. Quality of personnel qualifications

Quality of products

The company exercises control of products while manufacture process and at warehouse. All the factories work according to quality standards and this includes material selection, control of the manufacturing process, control of packaging, labelling and physical configuration. However, before the packaging all the products undergo testing. While this check-up every product is connected to a printer or all-in-one and is tested on the level of performing its functions and compatibility with model or product it was designed for. After the test each article is visually inspected and then is packed.

The next stage is a strict scrutiny when the consignment arrives at the warehouse. The scrutiny is carried out by a group of people and must be finished within 1 day only. This group always consists of customer support manager, 2 service engineers, chef storekeeper and storeman. What they do is visually inspect 100% of products and random selection of 10% of products. Visual scrutiny comprises technical examination of ink tube passability, if there are any cracks or splits, if chips are prone to aging. If service engineers find cracks, traces of oxidation or something of the kind the product is withdrawn from the consignment. Parallel to the process of technical inspection random selection testing takes place. Service engineers connect all the refillable cartridges and CISS to printers or all-in-ones and make trial printing. If there is a part that malfunctions, the random selection is increased to 30% and if one more sample with deviations is found all the consignment undergoes testing. All the products with deviations are sent back to the factory where specialists fix that deviations or just utilise products depending on the level of defect. What is even more interesting, all the products undergo another visual inspection and nozzle check before shipping from the warehouse.

Quality of customer support

What the company checks is a call-centre, front and back offices.

All the checking has almost the same procedure: the company controls calls receiving, shipping, sending invoices and feedback analysis. There is a special group of people called “secret customers” who make calls and test purchase in order to monitor qualification of the call-centre staff. Except of constant monitoring the company systematically provides training for employees. Business process specialists worked out a set of documents that coordinate employees’ activities. All the workers have access to offline library as well as virtual library created by employees and visiting specialist.

The company has a department that collects feedback, analyses all the posts, comments that customers left at the web site, related forums, sent to company’s email as well as analyses received calls.

Quality of personnel qualifications

Every employee is viewed as a probationer and must undergo additional training courses within 2 months before they get a position in company. While probation term each candidate can consult to senior colleagues, the head of the section and visiting specialists. The company designed a corporate library called “Knowledge Base” where all the information considering required skills, procedures and business processes is collected. Besides, every employee has an opportunity to use corporate offline library.
As you can see, quality control covers all spheres of company activities and helps to decrease a chance of products deviation to minimum.

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