2.4.4 Quality Management

Question 1

What does Quality mean?

Answer 1

Quality means the ability of a product or service to meet customers’ expectations

Question 2

What are different Customers’ interpretation of quality

Answer 2

Price
Brand
Customer’s personal expectations and experiences
Nature of product or service

Question 3

What ways can Quality be expressed or measured in?

Answer 3

Aesthetics
Core aspects i.e. basic abilities/ functionality
Actual aspects i.e. added extras / functionality
Augmented aspects i.e. support feature e.g. warranty
Performance i.e. reliability, durability
Brand

Question 4

What are the 4 different methods of improving qualitity?

Answer 4

Quality control
Quality assurance
Quality circles
Total quality management (TQM)

Question 5

What is Quality control?

Answer 5

The checking of a good or service before it is delivered to a customer i.e. at the end of the process

Question 6

What is Quality assurance?

Answer 6

The checking of a product or service at each stage of its production e.g. as it travels along a production line

Question 7

What is a Qualitity circle?

Answer 7

Informal groups of workers who volunteer to meet on a regular basis to discuss issues relating to the workplace

Question 8

What is TQM?

Answer 8

TQM sees quality as the responsibility of all employees

Question 9

What is Kaizen?

Answer 9

Kaizen is a system that concentrates on small, but frequent, improvements in every aspect of the production process

Question 10

What competitive advantages does Qualitity management give to a firm?

Answer 10

Can help achieve lower unit cost
Positive image to consumer
Unique Selling Point
Pricing decisions
Motivated workforce