2.4.4 Quality Management Flashcards
Quality
Features of a product that allow it to satisfy customers’ needs. It may refer to some standard of excellence
Quality assurance
A method of working for businesses that takes into account customers’ wants when standardising quality. It often involves guaranteeing that quality standards are met.
Quality chains
When employees form a series of links between customers and suppliers in business, both internally and externally
Quality circles
Groups of workers meeting regularly to solve problems and discuss work issues
Quality Control
Making sure that the quality of a product meets specified quality performance criteria.
Statistical process control
The collection of a data about the performance of a particular process in a business
Total quality Management (TQM)
A managerial approach that focus on quality and aims to improve the effectiveness, flexibility and competitiveness of the business
Why is teamwork the most effective way of solving problems?
- a greater range of skills , knowledge and experience can be used to solve the problem
- employee morale is often improved
- problems across departments are better dealt with
- a greater variety of problems can be tackled
- team ‘ideas’ are more likely to be used than individual ones.
How can quality circles be successful?
- a steering committee should be set up to oversee the whole quality circle programme
- a senior manager should ideally chair the committee.
Managers must show commitment to the principle of quality circles. - at least one person on the committee should be accountable for the programme
- team leader should be trained properly
How’s does TQM help companies
- focus clearly on the needs of customers and relationships between suppliers and customers
- achieve quality in all aspects of business, not just product or service quality
- critically analyse all processes to remove waste and inefficiencies
- find improvements and develop measures of performance
- develop a team approach to problem solving
- develop effective procedures for communication and acknowledgement of work
- continually review the processes to develop a strategy of constant improvement
Problems with TQM?
- there will be training and development costs of the new system.
- TQM will only work if there is commitment from the entire business.
-There will be a great deal of bureaucracy and documents, and regular audits will be needed. This may be a problem for small firms. - Stress is placed on the process and not the product.
How can you gain a competitive advantage from quality management
- Improved customer satisfaction
- reduced costs
- increased productivity
- improved decision making
How is improved customer satisfaction from using TQM create an advantage?
Improved Customer Satisfaction: Quality management systems, such as ISO 9001, focus on meeting customer needs and expectations by ensuring that products and services consistently meet or exceed customer requirements. This results in increased customer satisfaction and loyalty, which can help a business gain a competitive advantage.
How is reduced costs from using TQM create an advantage?
Reduced Costs: Quality management systems often include processes to identify and eliminate waste and inefficiencies in business processes. This can lead to reduced costs and increased profitability, which can be a significant competitive advantage.
How does increase productivity from using TQM create an advantage?
Increased Productivity: Quality management systems can improve productivity by streamlining processes and reducing errors and defects. This can lead to faster production times and improved output, which can be a competitive advantage in industries where speed and efficiency are critical.
