3.4.4 Flashcards
improving quality
what does quality mean?
how well a product or service does what it is designed to do
what are the benefits of improving quality?
- motivates employees
- reduces cost from waste
- less time wasted
- increases revenue
- less legal problems
what are the consequences of poor quality?
- less revenue
- damaged reputation
- less sales
- negative impact in customer satisfaction
- lower dividend pay out
what is the importance of improving quality?
- provides assurance to customers that the good or service they are purchasing meet standards
- repeating purchases from customers
what are the difficulties of improving quality?
- time consuming
- costly
what does quality control mean?
business will check and review work that has already been done
- an expensive process, there may be a number of rejects before the problem is spotted
what are examples of quality control?
- inspection
- testing
- sampling
what does quality assurance mean?
ensures all products meet certain quality standards
what does quality assurance do?
builds quality into every stage of the production process - every worker is responsible
what are the pros of quality assurance?
- higher quality as more care is taken by employees
- increased motivation of staff
- lower costs as no inspection teams are required
- less scrappage and reworking of materials
- increased customer satisfaction
what are the cons if quality assurance?
- costs of training staff
- lowers production and harms pay if on piece-rate system
what does quality circles mean?
when groups of employees (including managers) meet regularly to discuss ways of improving the production process
what do quality circles help identify and resolve?
- specific quality problems
what is a pro of quality circles?
staff morale is improved as they are involved in the decision making process
what are the cons if quality circles
suggestions may be ignored by management
