140 quality

Question 1

what is meant by quality

Answer 1

‘fitness for purpose’ - product does the job it was designed to do. some measures eg. functions and features, brand image, reliability, market reputation

Question 2

why is quality important

Answer 2

• increases customer satisfaction
• give business competitive advantage
• increased band image/reputation
  -increases added value
• attracts better employees to work/increases motivation

Question 3

what is quality control

Answer 3

a system of mailing standards in manufacturing by testing a sample of output against the expected standards after it has been produced -> detecting defective output rather than preventing it

Question 4

what is quality assurance

Answer 4

quality is ‘built in’ to each process of production. inspection is carried out during the production process to ensure the process and quality of the product is up to standard eg. staff check all the items at all stages of the production process for faults

Question 5

(+)/(-) of quality control

Answer 5

(+) quick-minimal disruptions to manufacturing processes (if linked to Taylors performance related pay theory- could be motivational).
- specially trained inspectors to ensure no fault products reach customers- maintain brand reputation

(-) may lead to waste of resources as quality is only inspected at the end of production-
if defect levels are high companies profitability will suffer unless steps are taken to tackle the roots of the causes of failures

Question 6

(+)/(-) of quality assurance

Answer 6

(+) costs are reduced due to less wastage- inspection carried out throughout production-alterations can be made immediately.
- decisions made by those with most knowledge in each production area- more innovation
-improves worker motivation- workers have more ownership for their work (herzberg)

(-) takes longer than quality control- issue in competitive markets- longer to get products out to customers
- time consuming / costly to train staff
- depends on skill/ motivation of staff

Question 7

what a is total quality management (TQM)

Answer 7

• an. ‘attitude’ where the whole business understands the need for quality and seeks to achieve it, concerned about quality at each stage of production process -> quality ensured by workers not inspectors

Question 8

how can TQM be effective

Answer 8

read over and blurt from textbook for this

Question 9

evaluate importance of quality to a business (-)

Answer 9

• the target market may not priories quality when buying the product-other factors may be more important eg.low price
• quality can increase costs in terms of quality assurance/control-> trading staff on quality process and maintains it costs time and money

Question 10

eval importance of quality to employees

Answer 10

(+) employees feel motivated working for a business that values quality-feel loyal/proud
(-) additional stress placed on employee to ensure quality is maintained to high standards at all times

Question 11

eval importance of quality to shareholders

Answer 11

(+) benefit financially through increased profits leading to higher dividends-share price might increase as more shareholders demand shares
(-) sustained commitment to quality is costly and consideration should be given to weather this investment is paying off- short term dividends decrease

Question 12

eval importance of quality to customers

Answer 12

(+) higher quality- satisfied
(-) may be charged more for products. if there is a lot of business offering similar products, customers have more variety

Question 13

eval importance of quality to suppliers

Answer 13

(+) able to charge higher prices for higher quality for suppliers
(-0 great pressure to meet standards which require capital expenditure and new systems or ways or working. pressure might be put on suppliers ton provide low, competitive prices in order to maintain contracts