Quality Assurance Systems in Sumitomo

Quality assurance systems in a Japanese tyre factory are described and the lessons to be learned for the delivery of health care are analysed. Selection of staff with the right attitude and values as well as skills is stressed, together with the importance of continual staff development. Commitment to improvement and innovation, encouraged by financial and non‐financial reward systems and supported by senior management, maintains the Company′s leading edge. Quality systems depend on communication centred on the product and linking all members of the production and distribution process, where the next process is the customer.