2.4.4 Quality management Flashcards
define quality
the features of a product/service that allow it to satisfy customer wants
What is quality management?
Processes and systems within a business that are involved with the improvement of goods/services quality and ensuring the product meets specific requirements
What is quality control?
Inspecting quality of the output at the end of the production process to ensure it meets quality standards and requirements
What are 2 benefits of Quality control
-Quality specialists are employed to check standards
-Only certain staff needed to be trained to check standards
What are 3 potential issues with quality control?
-expensive training as specialists needed to inspect
-high wastage levels with no focus on the cause of defects to prevent them
-faults at the end may be missed so it may affect the reputation of business
What is quality assurance?
Inspecting quality of the production of a good/service throughout the process ensuring products meet quality standards
Give 2 benefits of a business using quality assurance
-quality issues identified early so products may be reworked rather than rejected
-focus is on the cause of defects so future quality issues may be prevented
What are 3 potential issues with quality assurance?
-If inspection is not consistent across different teams or departments, it can lead to variations in product quality
-reworking may lengthen production process
-high labour cost as training workforce is required
How does quality assurance differ from quality control?
quality assurances emphasize is on the customer whereas quality controls emphasize is on required standards
What are quality circles?
Groups of workers within a department that regularly meet to solve quality problems identified in the production process
. They also ask workers for opinions to involve and motivate them
Give a benefit of quality circles
Workers may be motivated as they’re involved in decision making
Give a drawback of quality circles
Inadequate training may mean employees unsure how to solve the problems
What is total quality management?
Method where every worker is responsible for quality. It involves any way to prevent errors and creation of poor-quality products
eg) using customer feedback to improve quality
Give a benefit and a drawback of total quality management
A- Quality in all aspects of a business increases efficiency
D- All workers must be committed and receive significant training
How does Kaizen improve quality?
By taking continuous steps to improve productivity through the elimination of waste.
- Changes are small and ongoing rather than significant one offs.
-They’re also constantly reviewed to ensure the desired positive impact s being achieved
How can businesses gain a competitive advantage from total quality management?
-improved product quality which leads to increased sales from repeat purchase
-gain a better reputation which can increase market share
-can develop USP for the best quality in the market, which means they’ll have a competitive advantage
