2.4.4 - Quality Management Flashcards
1
Q
What is quality
A
- Quality is how well a product or service does what it was designed to do
- Real quality is consistency, so every time you get a coffee from StarCosta it is hot and tasty
2
Q
What is quality control
A
- Quality control looks at the results of the production process and checks that the quality is consistent
- QC is designed to inspect the product and correct any faults or defects which is regarded as being reactive
- Aim of QC is to detect faults before it is sent for sale
3
Q
What is quality assurance
A
- The quality is built into every aspect of the product or service
- checks product regularly through production
- The QA system is designed to prevent quality faults and defects from occurring and so is regarded as being proactive
- Aim of QA is to improve the design and development of the products so that there are no faults or defects in the production process
4
Q
What is Total Quality Management (TQM)
A
- TQM stands for Total Quality Management
- TQM is a management approach change in business culture that puts quality at the heart of everything in the business.
- In essence its “getting it right first time every time”
- It includes a customer concept that puts the customer first
5
Q
How does TQM reduce waste
A
- Total quality means the business looks at all inputs, human resources, engineering, production, service, distribution, sales, finance, and their impact on the quality of all products or services that the business produces
- TQM can improve processes and profits of a business
6
Q
What are the advantages of TQM
A
✓Not paying for inspectors
✓Empowered employees are motivated (esteem needs met)
✓Improved quality therefore more satisfied customers
✓Enhanced reputation
✓Builds good partnerships with suppliers
✓More involved workers
✓Less development time for new products
7
Q
What are the disadvantages of Total Quality Management
A
- Takes time to introduce
- Some staff can be resistant to change
- Will cost to train staff
- Defects may not be spotted until the end which can be expensive e.g. mobile phones
8
Q
What are quality circles
A
- A quality circle is a group of employees who meet on a regular basis to talk about quality problems that are relevant to the part of the production process that they work on
- They are joined by employees from engineering, sales and marketing and quality to make sure they are producing products that satisfy their customers
9
Q
How do quality circles work
A
- Quality circles are part of Japanese manufacturing techniques
- Quality circles are usually 6-7 employees, with one coordinator
- All members ideas are listened to in the quality circle
- They look for solutions to problems such as; cost reduction, improved customer satisfaction, meeting a tight delivery schedule or reducing customer complaints
10
Q
What is Kaizen
A
- Kaizen is a Japanese word and it means – continuous improvement
- Kaizen , or Continuous Improvement is a policy of constantly introducing small incremental changes in a business in order to improve quality and/or efficiency. The Western model is to make large one off improvements for example to install a new machine or deep clean of a kitchen.
- This approach assumes that employees are the best people to identify room for improvement, since they see the processes in action all the time
- Improvements are based on many, small changes rather than the radical changes that might arise from Research and Development
- As the ideas come from the workers themselves, they are less likely to be radically different, and therefore easier to implement
11
Q
What effect does Kaizen have on employees
A
- All employees should continually be seeking ways to improve their own performance
- It helps encourage workers to take ownership for their work, and can help reinforce team working, thereby improving worker motivation
12
Q
What competitive advantage do you get from quality
A
- A business can achieve competitive advantage through their quality
- This may enable them to appear superior to their rivals in the eyes of the customers
- Customers may be willing to pay more for quality
- Customers may also repeat purchase products which they regard to be the best or most consistent quality
