chapter 20 Flashcards
what is quality
to produce a good or a service that meets customers expectations
why is quality needed
1.establish brand image
2.build brand loyalty
3.maintain good reputation
4.attract new customers
5.longer product life cycle
6.allows business to charge higher prices
what if quality is not maintained
1.lose customers to other brands
2.have to replace faulty product
3.bad reputation->lower sales
how can a customer be assured of a quality product or service
1.look for quality mark
2.checking reviews on social media
how is quality maintained?
1.quality control
2.quality assurance
what is quality control
checking for quality at the end of production process
advantages of quality control
1.tries to eliminate errors before the customer receives the product
2.less training required for workers
disadvantages of quality control
1.identifies the fault but not why the fault occurs
2.increased costs of products needs to be done again
what is quality assurance
check for quality standards throughout the production process
advantages of quality assurance
1.tries to eliminate errors before the customer receives the product/service
2.reduces cost if product has a fault as you know when it occurred
3.motivates workers because everyone is responsible for a quality->job enrichment
disadvantages of quality assurance
1.expensive to train employees
2.relies on employees following instructions
what is total quality management
continuous improvement of products and processes by focusing on quality at each stage of production
what is quality circle
group of workers meets regularly and discuss problems and solutions
costs of quality systems
1.market research
2.training workers
3.material costs
