3.4.4 making operational decisions to improve performance quality

Question 1

what is quality?

Answer 1

the extent to which an operation meets its customer requirements

Question 2

what is quality assurance?

Answer 2

a system of agreeing and meeting quality standards at each stage of production

Question 3

advantages of quality assurance:

Answer 3

quality will be “built in”
less need to inspect production output
saves time and waste

Question 4

what is quality control?

Answer 4

checking and reviewing work at the end of the production line

Question 5

what is total quality management?

Answer 5

everyone in the workforce is concerned with quality at every stage of the production process
quality is checked by workers and no inspectors

Question 6

advantaged of total quality management:

Answer 6

puts customers at heart of production
motivated workers as they feel more involved
less wasteful
eliminates inspection cost

Question 7

what is an ISO 9000?

Answer 7

internationally recognised certificate that acknowledges quality procedures

Question 8

benefits of improving quality:

Answer 8

enhances business reputation
lowers unit cost due to less waste
demand for products may increase
customer satisfaction likely to increase

Question 9

difficulties of improving qualities:

Answer 9

could be resistance to change
staff may need training
costs may increase if more quality checks
could be disagreements on what the best solution is