3.3 The Concept Of Quality Flashcards
What is quality?
A product that meets the customers requirements
How could you measure quality?
Customers:
Surveys … complaints - ask for ways to improve
MYSTERY VISITORS:
Some businesses employ a mystery visitor to go in and use a prod duct or test customer service.
STAFF:
staff can be asked to check the quality of there work / take samples of there work
What happens if a business doesn’t meet the quality which a costumer expects?
The customer may not buy products from you again
You may need to waste money recalling faulty products
If your product is bad quality there is likely to be more waste
If the business is sewed then there could be legal action which could cost the business money.
Could result in a ban word of mouth marketing
If quality drops it may cause employees to believe that they don’t need to try any more which could lead to less productivity…
How could a business maintain a consistently high quality?
Making sure they have reliable suppliers
Training staff so that they know how to do the job well
Motivating staff so that they are more motivated and produce better quality products p/ better customer service
What is TQM?
Total Quality Management
Where each employees checks there work after they are done. This ensures that there are no mistakes. Whilst employee are making suggestions of how to improve the business (Kaizen)
What are the benefits of TQM?
Less defects
You don’t need to pay inspectors to inspect your products
Increased quality which can lead to Increases customer which can lead to better word of mouth marketing and an increased brand image and reputation
More profit
What are the disadvantages of TQM?
It can be expensive
It will increase the time spent on each product. Therefore employees can’t produce as much which will lower the unit cost…
Some staff might not emit to making a mistake
You will need to train employees to recognise mistakes
Employees may not want extra responsibility
It’s not a quick fix solution - takes time to implement
Employees may become become demotivated as they think the business don’t trust them.
What is quality control?
After production random products are checked (not all)
What are the advantages of quality control?
It is cheep
It will catch some defects
What are the disadvantages of quality control?
Isn’t 100% reliable - you may miss many defects
What is quality assurance?
Workers check there work after doing it.
What are the advantages and disadvantages of quality assurance?
Same as TQM
What are the advantages of maintains high quality?
Better customer service/ quality will lead to better word of mouth marketing - this will lead to a better brand image and reputation which will mean that the business will need to spend less money on advertising.
If an employees works for a business which has a good reputation they may be more motivated. This may cause an employees to be more productive…
Bad quality will lead to bad word of mouth marketing which may lead to less sales…
What’s re the disadvantages of maintaining quality
It is expensive
Why might an business decide to increase there quality?
To gain a competitive advantage
There stakeholders want better quality
To achieve an aim in there business plan
