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
