2.4.2 : Quality Management

Question 1

What is quality ?

Answer 1

A product or service is of good quality if it meets the needs + expectations of the customers

Question 2

What are the measures of the quality of?

Answer 2

Reliability , functions + features , support levels + standards , cost of ownership , brand image , exclusiveness , market reputation

Question 3

Why is quality important to a business ?

Answer 3

Markets are highly competitive so customers are more : knowledgeable + demanding , prepared to complain , able to share info about quality. If a business is able to develop a reputation of good quality it can form a competitive advantage

Question 4

What are the business benefits of good quality ?

Answer 4

Customer satisfaction - repeat purchase - customer recommendations - lower marketing costs - higher customer loyalty

Question 5

How is quality measured ?

Answer 5

Customer service ratings , product returns , warranty claims , rejected output from production levels of repeat business , market surveys , profit margins

Question 6

What is quality control ?

Answer 6

It is where products and services are quality checked before reaching the customer - it is based on inspection and it is achieved by sampling and testing

Question 7

What is quality assurance ?

Answer 7

Is when quality is checked proactively so in between each stage of production since there is a set of standards for quality. Key concepts is : process management , continuous improvement , employee training , systematic checks , + customer feedback

Question 8

What are the advantages of quality control ?

Answer 8

Ensures constant product quality
Reduces costs of returns and repairs
Enhances customer satisfaction
Improves efficiency

Question 9

What are disadvantages of quality control in terms ?

Answer 9

It is costly
Often at the end of the production process
Inconsistent inspections
Done by workers instead of workers

Question 10

What are the advantages of quality assurance ?

Answer 10

Spots faults early saving wastage
Motivates workers who are responsible for quality control
Aims to achieve an objective of 0 defects
Enhances reputation

Question 11

What are the disadvantages of quality assurance ?

Answer 11

Requires staff training + high levels of staff commitment
Can slow down the production process
May demotivate workers who are under pressure
Opportunity costs of managers time