4.4a Quality / 4.4b Managing Quality Flashcards
Advantages of better quality
- Customer satisfaction
- Repeat purchases
- Customer recommendation
Quality objectives
- Customer satisfaction ratings
- Customer complaints
- Level of product return
What is quality management concerned with?
Controlling activities with the aim of ensuring that products and services are fit for their purpose
Quality control definition
The process of inspecting products to ensure that they meet the required quality standards
When is inspection used in quality control?
- When raw materials are received
- Whilst products are going through production process
- When products are finished
Advantages of quality control
- Sub-standard output is spotted before it reaches the customer
- Minimises disruption to production
- Applies a consistent standard to quality
Disadvantages of quality control
- Costly
- End of production process is too late
Quality assurance definition
Processes that ensure production quality meets the requirements of customers
How is quality assurance achieved?
By improving production processes
How is quality control achieved?
By sampling and checking
Total quality management definition
Management philosophy committed to a focus on continuous improvements of product and services with the involvement of the entire workforce
Advantages of TQM
- Motivational
- Less wasteful
- Eliminates inspection cost
Disadvantages of TQM
- Requires strong leadership
- Substantial investment in training and support
- Costs may outweigh benefits
Costs of improving quality
- New training
- Developing quality systems
- Employing more inspection staff
Poor quality examples
- Product failing
- Poor instructions for use
- Unresponsive customer service
