3.4.4 Improving quality

Question 1

8 what is quality

Answer 1

ability of a product or service to meet customers expectations, fit for purpose
everyone has a different view of quality
may be influence by price, brand, past experience

Question 2

8 how do you assess quality (products)

Answer 2

aesthetics
features
core and added functional aspects
augmented aspects- warranty
performance
intangible - brand

Question 3

8 how do you assess quality (services)

Answer 3

friendliness of staff
speed of service
staff knowledge
cleanliness of facilities
ease of buying/making purchase
after sales services
provision of information

Question 4

8 how can you improve quality

Answer 4

TQM, Kaizen
train employees, motivate
invest in machinery, technology
spend on R and D
customer expectations
work closely with suppliers
quality assurance, control

Question 5

8 what is quality control

Answer 5

checking a good or service before it’s delivered to a customer at the end of the process

Question 6

8 what is inspection process

Answer 6

head chef will inspects meal on a plate before leaves the kitchen
only viable to test sample

Question 7

8 what is quality assurance

Answer 7

checking a product or service at every stage or production
each section checks it before it is passed on

Question 8

8 what is Total Quality management

Answer 8

sees quality as the responsibility for all employees
link in the chain, as if next was customers
only continue if perfect
get it right first time

Question 9

8 why is quality important

Answer 9

positive customer image
reputation
less advertising spend
charge more
price inelastic
less defects

Question 10

9 advantages of quality control

Answer 10

quality can be monitored
remove faulty products
common problems can be identified
inspector is responsible
unbiased
specialist knowledge

Question 11

9 disadvantages of quality control

Answer 11

removes responsibility from operatives
requires specialist
problems only identified at end
waste levels can be high
high costs
de motivation
no learning process

Question 12

10 advantages of quality assurance

Answer 12

spots faults early, removes wasted progress
less waste = lower costs
motivates workers
zero defects objective
enhances reputation
know own job

Question 13

10 disadvantages of quality assurance

Answer 13

staff training and high commitment
can slow process and labour productivity down
high costs
demotivate workers under pressure