2.3.3 Managing Quality Flashcards
1
Q
What is quality important in?
A
- the production of goods and the provision of services: quality control and quality assurance
- the impact of logistics and supply decisions on: costs, reputation, customer satisfaction
2
Q
What are the ways of achieving good quality in businesses?
A
- quality control
- quality assurance
3
Q
Benefits of good quality for a business:
A
- good quality allows for a premium price to be charged
- good quality builds a strong brand image
- good quality is closely linked to meeting customer needs and can help provide a competitive advantage
4
Q
Quality control:
A
- part of the chain of production
- a quality controller will examine and/or test for quality once a product has been made or a service has been delivered
5
Q
Benefits of quality control:
A
- Focuses on identifying faulty goods
- Identifies and fixes problems and faults
- Quality is the responsibility of one individual or a specific team of individuals
- The product is at the heart of quality control
6
Q
How can business’s carry out quality control?
A
- feedback
- factory inspectors
- a 100% inspections system
7
Q
How is feedback used to carry out quality control?
A
- can take the form of customer questionnaires
- conducted either at the point of sale or electronically, to ask about the service customers received from the business
8
Q
How are factory inspectors used to carry out quality control?
A
often used at the end of production to ensure that products are of the required standard before they reach customers
9
Q
How is a 100% inspection system used to carry out quality control?
A
- often used in high-end restaurants
- In this method of quality control, all food is checked by the head chef before it is given to the customer
- If the chef spots any imperfections, the whole dish is cooked again before the customer receives it
10
Q
Quality assurance:
A
- involves focusing on quality at every stage of the production process
- everyone involved and is responsible for contributing to the achievement of a quality standard - as a result there should be 0 defects
11
Q
Benefits of quality assurance:
A
- Focuses on improving the production process
- Establishes a good system for quality management
- Quality is the responsibility of everyone involved in the manufacturing process
- The production process is at the heart of quality assurance
12
Q
Quality assurance checklist:
A
- have quality as the focus of every process
- involve customers and suppliers at the design stage
- aim for zero defects
- have quality as the responsibility of every employee
- have managers who ensure there are systems in place to ensure quality
- have a quality standard e.g. ISO 9000
- make good quality part of the business’s culture, so it is something everyone aims for and is involved in
13
Q
How is quality management linked to customer satisfaction?
A
- produce high-quality products and services
- they need to understand what their customers want, and meet customers’ needs and expectations - can gain competitive advantage
14
Q
How is quality management linked to costs?
A
- Mistakes are expensive, and quality control and quality assurance help businesses to limit additional costs and reduce wastage by aiming to ensure that things are done correctly the first time
- reduce waste
- reduce employee costs
15
Q
Quality:
A
- a product is of good quality if it meets the needs and expectations of the customers
- subjective, a perception
