3.3 - the concept of quality Flashcards
1
Q
quality
A
meets customers requirements
2
Q
how to meet customer requirements
A
achieving quality=hitting targets
targets depend on nature of business
3
Q
how to measure quality and identifying problems -3
A
- customer surveys
- mystery visitors as customers
- staff asked to check quality of work
4
Q
consequences of quality problems -4
A
- customer dissatisfaction - poor reviews
- cost of recalling faulty products
- cost of replacing goods
- the cost of waste
5
Q
how to maintain consistent quality -4
A
- reliable
- staff=trained
- invest in equipment
- inspect products
6
Q
total quality management
A
business inspects quality of products at end of each production process
7
Q
cost of improving quality -2
A
- inspection and checking through quality control
- training staff to check their own quality
8
Q
benefits of maintaining quality -5
A
- customers will be loyal
- encourage others to purchase
- saves money (products dont need replacing)
- can charge premium product
- improve brand image
9
Q
problems maintaining quality -3
A
- finding reliable suppliers
- when a business grows quickly
- qrowth quality can suffer
