Ch 20 - achieving quality production Flashcards
quality helps businesses to: [6]
-establish brand image
-build brand loyalty
-maintain good reputation
-increase sales
-attract new customers
-gain loyal customers
if quality is not maintained, businesses will: [4]
-lose customers to competitors
-replace faulty products (raises costs)
-offer to repeat poor system (raises costs)
-create bad reputation (lower sales and profits)
quality definition
produce good/service that meets customer expectations (expensive = better quality, cheap = less quality but still fit for purpose)
what does it mean for service businesses to have good design?
-needs to match customer expectation with level of customer service, waiting times, convenience
what does it mean for manufacturing businesses to have products with good design
-manufactured without any faults
-satisfies expectations of customers
definition of quality control
checking for quality at end of production process (after product is made) by using quality inspectors
what do quality inspectors do? [5]
-take samples constantly to check for errors
-check that the quality was maintained while producing goods
-remove errors before they occur
-find defective products before it gets sent out
-take responsibility for quality
2 advantages of quality control
-eliminates faults/errors before customer receives product/service
-less training needed for workers as inspectors are employed to check quality (workers don’t need to)
6 disadvantages of quality control
-expensive (inspectors need to be paid)
-identifies faulty products but doesn’t find the reason or where it has occurred so problem is hard to solve
-defected products are already made which leads to reworking
-if products need to be scrapped/reworked / service needs to be repeated it is costly (high cost)
-can’t check every product
-if defected ones sell, reputation is bad
definition of quality assurance
checking for quality standards throughout (at all stages of) production process by employees (production of product / service)
purpose of quality assurance? [4]
-customer is satisfied
-achieve greater sales
-increase added value
-increase profits
where should quality checking be done at during quality assurance? [6]
-design of product
-components/materials used (good products bought)
-delivery schedules
-after sales service
-quality checking procedures
-employees (well trained and motivated workers)
4 advantages of quality assurance
-eliminates faults / errors at all stages of production before passing on to next stage
-fewer customer complaints
-reduced costs (products don’t need to be scrapped / reworked / service repeated)
-can detect where error has occurred and can be fixed easily
3 disadvantages of quality assurance
-expensive to train employees to check quality of their own work at each stage of production
-relies on employees being committed to maintaining standards set
-everyone is responsible for quality
definition of total quality management
continuous improvement of products and processes by focusing on quality at every stage of production
aim of total quality management? [5]
-get it right the first time
-zero faults / defects and wastages
-customer and employees (other department) is always satisfied
-good quality maintained throughout / in every stage
-everyone is works towards it and is responsible for it
what are quality circles
groups of workers meeting to discuss problems and solutions, new ideas to reduce waste, ideas to ensure zero defects
advantages of total quality management [6]
-quality is in every part of production
-no faults / errors before customer receives product / service
-no customer complaints
–>brand image improved
–>higher sales
-reduced costs (no scrapped/reworked products / repeated services)
-waste is removed
-efficiency increases
disadvantages of total quality management [5]
-expensive to train all employees to check product/service
-time consuming
-relies on all employees following ideology
-relies on all employees accepting responsibility for quality
-results are not seen immediately but will come over time)
how can a customer be assured of a quality product/service?
-quality mark.
after being inspected to make sure that the output follows certain rules / qualities, quality mark is given if matched (ex. ISO number, BSI, ISI, NSI)
–> customers know the product is government approved quality
-ensuring good customer service
–> good reputation / recommendations
–> loyal customers, gain new customers
factors of quality [3]
-performance
-durability
-looks / aesthetics
