2.4.4 Quality management

Question 1

What does quality mean?

Answer 1

Features of a product that allow it to satisfy customers’ wants

Question 2

What is quality assurance? (QA) (3 points)

Answer 2

• Managerial method
• Proactive measure
• Businesses forecast what processes must be put in place to prevent defects

Question 3

What is quality control? (QC) (2 points)

Answer 3

• Corrective method - identify + fix defects before released
• Reactive measure - improvements to defects made at end of production process

Question 4

What are quality circles?

Answer 4

Groups of employees that analyse and help improve business processes - empower workforces

Question 5

Explain Kaizen + example

Answer 5

Working to improve processes with idea that this will eventually produce positive outcomes e.g. Toyota

Question 6

Who do Kaizen businesses ask for ideas on improvement?

Answer 6

Employees

Question 7

What is the philosophy of Kaizen businesses?

Answer 7

Gradual change + employee suggestion

Question 8

What is a pro of Kaizen/

Answer 8

Empowers workers by focusing on their talents + ideas

Question 9

What is Total Quality Management? (TQM)

Answer 9

Method designed to prevent errors - manufacturing process investigated at every stage

Question 10

Which method uses quality circles?

Answer 10

TQM

Question 11

How can businesses who use TQM gain competitive advantage? (2)

Answer 11

• Workers strive to get things right first time
• Spots problems early