4.4a / 4.4b - Quality / Managing Quality Flashcards
Advantages of greater quality:
- Customer satisfaction
- Customer loyalty
- Customer recommendation
- USP
- Competitive advantage
Examples of quality objectives:
- Customer complaints
- Level of product return
- Scrap rate
- Customer satisfaction ratings
Quality management definition
Controlling activities with the aim of ensuring that products meet quality standards
What are the two main ways to produce quality goods?
- Quality control
- Quality assurance
Advantages of quality circles:
- Use knowledge of employees from various departments and all levels
- Staff feel involved
Disadvantages of quality circles:
- Suggestions may be unrealistic
- Upper management may not listen to floor staff
Quality control definition
The process of inspecting products to ensure that they meet quality standards
Advantages of quality control:
- Sub-standard output is spotted before it reaches the customer
- Minimises disruption to production
- Consistent quality standards
Disadvantages of quality control:
- Costly
- End of the production process is too late to fix problems
- May not be compatible with modern production processes
Quality assurance definition
Designing the way a product is produced to minimise the chances of sub-standard output
Disadvantages of quality assurance:
Can result in product only being acceptable rather than highest quality
Total quality management definition
A management philosophy committed to a focus on continuous improvements of products with the involvement of the entire workforce
Advantages of TQM:
- Customer is at heart of production process
- Motivational (workers are more involved)
- Less wasteful
- Eliminates inspection cost
Disadvantages of TQM:
- Requires strong leadership
- Requires investment in training and support
- May become bureaucratic
- Disruption and costs may outweigh benefits
What are the costs of improving quality?
- New training
- Developing quality systems
- Employing inspection staff
