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ACCA APM > Chapter 12 - The role of quality in performance measurement > Flashcards

Chapter 12 - The role of quality in performance measurement Flashcards

1
Q

What are three ways of defining quality?

A
  • Is it free from errors and adheres to design?
  • Is it fit for use?
  • Does it meet customer needs?
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2
Q

What should an effective quality management system aim to do?

A
  • Minimise cost of quality
  • Improve customer satisfaction with higher quality
  • Improve staff morale and pride
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3
Q

What is the International Organisation of Standardisation?

A

An organisation that produces quality standards that can be applied to organisations.

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4
Q

What are four advantages of becoming ISO certified?

A
  • Recognised standard
  • Marketing
  • Improved profitability
  • International competitiveness
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5
Q

What are four disadvantages of becoming ISO certified?

A
  • Cost
  • Time
  • Form filling over action
  • Rigid policies stifles innovation
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6
Q

What are the two types of quality related cost?

A
  • Cost of conformance
  • Cost of non-conformance
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7
Q

What are the four quality related costs?

A
  • Prevention costs
  • Appraisal costs
  • Internal failure costs
  • External failure costs
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8
Q

What are Internal failure costs?

A

Costs arising from a failure to meet the quality standards before the product reaches the customer

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9
Q

What are External failure costs?

A

Costs arising from a failure to meet the quality standards after the product reaches the customer

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10
Q

How do conformance and non-conformance costs relate?

A

The more rigorous conformance is, the lower the costs of non-conformance will be.

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11
Q

What are the five quality practices?

A
  • Kaizen costing
  • Total quality management
  • Just in time
  • Six sigma
  • Target costing
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12
Q

What is Kaizen costing?

A

Producing small, incremental cost reductions
throughout the production process through the product’s life.

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13
Q

What is target costing?

A

Setting a target cost by subtracting a desired profit from a competitive market price.

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14
Q

What are the four principles of total quality management

A
  • Prevention of errors before they occur
  • Continual improvement
  • Real participation by all
  • Management commitment
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15
Q

How can TQM be measured?

A

Using the 3 E’s

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16
Q

What is a Just in time system (JIT)?

A

A demand-pull system of ordering from suppliers which aims to reduce inventory levels to zero.

17
Q

Requirements for successful operation of a JIT system

A
  • Reliable staff and machinery suppliers
  • Elimination of non-value adding activities
  • Speed of throughput
  • Flexibility
  • Lower costs
18
Q

What are four advantages of JIT?

A
  • Low stock holding cost
  • Low stock perishability
  • Avoids build up of unsold products
  • Less time checking as should work first time
19
Q

What are four disadvantages of JIT?

A
  • Small room for error
  • Overly reliant on suppliers
  • Hard to get employees to embrace
  • No spare product to meet unexpected orders
20
Q

What is Lean production

A

A philosophy of management based on cutting out waste and unnecessary activities

21
Q

What are 7 activities cut out by lean production?

A
  • Over production
  • Inventory
  • Waiting
  • Defective units
  • Motion
  • Transportation
  • Over-processing
22
Q

What are the 5 S’s?

A
  • Structurize
  • Systemize
  • Sanitise
  • Standardize
  • Self discipline
23
Q

Give an example of Structurize

A

Introduce order where possible, for example by ensuring that items are arranged so that they are easy to find.

24
Q

Give an example of Systemize

A

Arrange and identify items for ease of use and approach tasks systematically. For example, by arranging items so that they can be accurately picked in the shortest time.

25
Q

Give an example of Sanitize

A

Be tidy, avoid clutter. This makes things easier to find, makes access more efficient and may improve safety

26
Q

Give an example of Standardise

A

This involves finding the best way of undertaking a process or task and applying it consistently.

27
Q

Give an example of Self-discipline

A

This relates to sustaining the other S’s by motivating employees to do the above daily.

ACCA APM (14 decks)

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