Quality

We can be sure that in most chapters in this handbook the word quality will feature prominently at some stage, although the context may appear to be different in many cases. So what, exactly, do we mean by “quality”? Learned texts on the subject, of which there are many, will quote a range of definitions with varying degrees of sophistication and elaboration. My favorite definition (because it is the simplest) is that, “Quality is meeting the customer requirements.” This chapter will focus 604on meeting the requirements of the customer (or consumer) for beer—be it dispensed in a glass or delivered via a can or bottle in a variety of packaging formats. The emphasis will be on the practical issues related to managing the quality of beer throughout the supply chain—from the purchase of raw materials to presenting the finished product to the customer. As mentioned earlier, there are several excellent books that will give the reader detailed insight into the many facets of quality management. (Total Quality Management by Oakland ¹ is particularly recommended.) However, the scope of this chapter and the nature of this handbook are such that the focus of the content will be on what we actually do in a brewery and packaging hall to deliver quality through the supply chain. Although the requirements of quality management will vary according to the size and scale of the brewing operation—a one-person microbrewery will have different challenges than a multinational brewery. Nevertheless, the guiding principles and practices set out in this chapter find application across all brewing operations. For so-called “microbrewers,” gone are the days when the designation “real ale” or “craft beer” was sufficient to sell a beer. Beer drinkers are far more discerning than 20 years ago, and consistent quality of taste and appearance is as essential to the craft brewer as it is to the international brewer.