4.3 – Achieving Quality Production Flashcards
What is Quality?
Produce a good or service which meets customer expectations
Why is Quality important?
establishes a brand image builds brand loyalty maintains good reputation increase sales attract new customers
What happens if there is no Quality?
lose customers to other brands
have to replace faulty products and repeat poor service, increasing costs
bad reputation leading to low sales and profits
What methods can be implemented to assure Quality?
Quality Control
Quality Assurance
Total Quality Management (TQM)
What is Quality Control?
The checking for quality at the end of the production process
What are the advantages to Quality Control?
Eliminates the fault or defect before the customer receives it, so better customer satisfaction
Not much training required for conducting this quality check
What are the disadvantages to Quality Control?
Still expensive to hire employees to check for quality
Quality control may find faults and errors but doesn’t find out why the fault has occurred
If product has to be replaced and reworked, then it is very expensive for the firm
What is Quality Assurance?
The checking for quality throughout the production process
What are the advantages of Quality Assurance?
Eliminates the fault or defect before the customer receives it
Since each stage of production is checked for quality, faults and errors can be easily identified and solved
Products don’t have to be scrapped or reworked as often, so less expensive than quality control
What are the disadvantages of Quality Assurance?
Expensive to carry out
How well will employees follow quality standards?
What is Total Quality Management (TQM)?
The continuous improvement of of products and production processes by focusing on quality at each stage of production.In TQM, customers just aren’t the consumers of the final product. Feedback is passed back to firm.
What are the advantages of TQM?
Quality is built into every part of the production process and becomes central to the workers principles
Eliminates all faults before the product gets to the final customer
No customer complaints and so improved brand image
Products don’t have to be scrapped or reworked, so lesser costs
Waste is removed and efficiency is improved
What are the disadvantages of TQM?
Expensive to train employees all employees
Relies on all employees following TQM
How can customers be assured of the quality of a product or service?
Look for a quality mark on the product like ISO. Positive customer reviews are good indicators of the service’s quality
