2.4.4 quality management

Question 1

definition of quality

Answer 1

consistently meeting the needs and standards of the customer

Question 2

definition of quality control

Answer 2

inspecting the quality of output AT THE END of the production process

Question 3

advantages of quality control

Answer 3

quality specialists are employed to check standards

inexpensive and simple way to check that output is fit for purpose

Question 4

disadvantages of quality control

Answer 4

rejection of finished goods is a significant waste of resources

little focus on the CAUSE of defects

Question 5

definition of quality assurance

Answer 5

inspecting the quality of production THROUGHOUT the process

Question 6

advantages of quality assurance

Answer 6

issues are identified early so products may be reworked - minimises waste

causes of defects is the focus so future quality issues may be prevented

Question 7

disadvantages of quality assurance

Answer 7

staff training/skilled workforces is required - labour costs may be increased

re-working products may lengthen the production process

Question 8

definition of quality circles

Answer 8

groups of workers meet regularly to solve quality problems identified in the production process

Question 9

advantages of quality circles

Answer 9

increased worked motivation - they are involved in decision-making

relevant and focused solutions are likely as workers are familiar with processes

Question 10

disadvantages of quality circles

Answer 10

management need to have trust in workers’ views/solutions

meetings need to be organised regularly

Question 11

definition of total quality management (TQM)

Answer 11

organisation of the business with quality at its costs and with worker every worker responsible for quality

Question 12

advantages of TQM

Answer 12

quality in all aspects of the business = improved efficiency

a culture of constant improvement exists within the business

Question 13

disadvantages of TQM

Answer 13

all workers must be committed and receive significant continual training

carefully monitoring/control is required

Question 14

definition of kaizen

Answer 14

continuous improvement

taking small, continuous steps to improve productivity through the elimination of all types of waste in the production process

Question 15

what is the competitive advantage from quality management?

Answer 15

unit costs are likely to be low
- low costs = lower prices = better competition

increased finance to fund marketing activity

high levels of quality can be used in promotional activity
- provide a unique selling point (USP)
- can ease expansion into new markets