2.4.4 Quality Management Flashcards
Define quality
The ability of a product or service to meet customer expectations
Different customer will however have a different perception of quality
Customers interpretation of quality may be influenced by a number of factors including
- Price
- Brand
- Customers personal expectations and experiences
- Nature of the product of service
Quality can be expressed or measured in a number of ways these include
- aesthetics
- features
- core aspects
- augmented aspects
- performance
- intangible aspects
•Quality is also important when providing a service, the measures we apply may however be different, these include:
- Friendliness of staff
- Speed of service
- Efficiency of service
- Staff knowledge
- Cleanliness of facilities
- Appearance of environment
Methods of improving quality
- Training and motivating employees
- Understanding customers’ expectations
- Using technology
- Working closely with suppliers
- Quality systems:
- Quality control
- Quality assurance
- Quality circles
- Total quality management (TQM)
What is a quality control
- The checking of a good or service before it is delivered to a customer i.e. at the end of the process
- Normally relies on an inspection process
Quality control advantages
- Quality can be monitored
- Stops faulty products reaching the customer
- Common problems can be identified
- Inspector takes responsibility
- Often a robust system
Quality control disadvantages
- Takes responsibility away from operatives
- Requires specialist / additional personnel
- Problems only identified at end of process
- Waste levels may be high
What is quality assurance
- The checking of a product or service at each stage of its production e.g. as it travels along a production line
- Relies upon self-checking
- Businesses will often strive for quality assurance through the adoption of a system
- They will set down a clear process to be followed
- The most frequently adopted system is Total Quality Management (TQM) is
Quality assurance advantages
- Spots any faults early saving resources being wasted at the next stage of the production process
- Motivates workers who are responsible for ensuring quality standards are met
- Aims to achieve an objective of zero defects
- Ensures clear systems are in place
- Enhances the reputation of the business as less chance of faulty goods reaching the end customer
Quality assurance disadvantages
- Requires staff training and high levels of staff commitment
- Can slow down the production process and labour productivity leading to higher unit costs
- May demotivate workers who feel under pressure
- Opportunity cost of managers time when initially implementing the systems and procedures
What are quality circles
- Quality circles are informal groups of workers who volunteer to meet on a regular basis to discuss issues relating to the workplace
- Emphasis is placed on how to improve quality
- The workers who are involved in the production of the good or service are best placed to understand any quality issues and suggest ways on improving quality
- Recommendations are fed back to management
- Increased employee participation leads to higher motivation
What’s total quality management
- TQM sees quality as the responsibility of all employees
- Each employee is a link in the chain and treats the next link as if they were an external customer
- They will pass the product on only if it is correct
Describe kaizen
●Kaizen is a system that concentrates on small, but frequent, improvements in every aspect of the production process
●All members of the workforce will be involved
●Employees are encouraged to work in Kaizen groups
●Improvements can take place at any level of the hierarchy
●Requires a highly motivated and committed workforce
●A vital component of Total Quality Management in order to improve the quality of the production process
Competitive advantage from quality management
- Can help achieve lower unit cost
- Less waste
- Positive image to consumer
- Reputation
- Positive word of mouth
- Unique Selling Point
- Pricing decisions
- Motivated workforce
