2.4.4 Quality Management Flashcards
What is quality
Meets specification that firm asset out, meets customer requirement, for for purpose
How to meet quality
Find out what the customer wants and specify what the product does to make sure specifications are achieved
Why is quality important
Avoids complaints, retain loyalty, more competitive, less waste and opportunity to grow
How is quality measured
Customer loyalty - repeat purchasing, reviews, rate of stock turnover
3 approaches to quality management
Quality control, quality assurance, quality circles
What is quality control
The process of inspecting finished products to ensure they meet required quality standards. Samples from each batch or random samples
Drawbacks to quality control
Mistakes are inevitable, employees may not take care in their work, greater wastage and costs
What is quality assurance
Process that ensures production quality meets the requirements of customers through the process. Faults are prevented via self checking right first time
What are quality circles
Small groups of workers in the same areas of production who meet regularly to solve production problems. Increases motivation of workers as they feel values
Pros to using quality circles
Promotion of teamwork, develops employee positive attitudes, positive working environment, increases quality and productivity
Cons to using quality circles
Employees not sure of process, not enough relevant training, participation not voluntary
What is TQM
Total quality management - am approach to quality that aims to involve all employees in the improvement process, everyone in firm contributes to over quality of product
Features of TQM
All employees of equal importance, quality considered throughout entire business, may be less productive by assessing quality takes away from work
Drawbacks of TQM
Draining for workers because it relies on everyone implementing it
Pros of TQM
Empowers staff, focusing on being best - competitive advantage
Why employees resist TQM
Managers feel they are loosing control, invest in training takes time and some prefer to carry on doing it in the same way
How can managers help implement TQM
Explain why it is necessary, provide training so employees feel supports - rewards
What is kaizen
A Japanese philosophy of continuous improvement
Describe the kaizen philosophy
Accepted by all are small gradual changes based around people and ideas through teamworking, empowerment and performance targets
The problems of implementing kaizen
Employees could resist change, training costs, justifying costs because capital could be used for more important things
Importance of quality
Helps you differentiate against competitors with USP can be used as a point of promotions, reduces complaints and resoundsm low cost strategy of improving quality
