3.3.3 Flashcards
what does achieving quality involve?
achieving quality involves meeting targets that have been set by the business in order to meet customer expectations
how can quality be measured/problems be identified?
-failure or reject rates
-level of product returns
-customer complaints
-customer satisfaction (usually measured by a survey)
-customer loyalty (evident from repeat purchases or renewal rates)
-mystery visitors
-staff can be asked to check
what are the consequences of quality problems?
-customer dissatisfaction
-cost of recalling/reworking faulty products
-cost of replacing goods
-the waste produced if it can’t be reworked
-the cost of legal action
how is quality maintained?
-reliable suppliers
-good quality raw materials
-train staff
-provide staff with detailed criteria
-up to date equipment and machinery
-involve staff in the process
describe Total Quality Management (TQM)
-everyone is focused on preventing errors occurring and ensuring quality at each stage of the production process
-prevents mistakes occurring rather than fixing them
-not all employees want this responsibility
what are the different quality control methods?
-quality control
-quality assurance
-TQM
-customer feedback
-mystery shopper
-manager/worker observation
explain quality control
inspectors in control of quality checking, working across the business and inspecting batches
explain quality assurance
employees monitoring their own quality, being sure to check before passing it to the next stage
explain TQM
a whole culture where everyone is responsible for quality management in the business
explain customer feedback
forms are provided for customers to give their thoughts as well as email surveys
explain mystery shopper
members of the public paid to visit business to act as customers and give detailed feedback
manager/worker observation
employees work is checked informally by managers walking around or other employees spotting
