chapter 20 - achieving quality production Flashcards
definition of:
quality
produces a good or service that meets customers expectations, product should be free from faults or defects
importance of quality
- established brand image
- maintain customer loyalty
- increase sales
- improved safety
- reduce liability risks
- attract new customers
three methods to achieve quality
- quality control
- quality assurance
- total quality management
definition of:
quality control
checking for quality at the end of production process
advantages of quality control
- eliminates any faults or defects
- not much training required for conducting quality check
disadvantages of quality control
- don’t know which stage of production made errors - difficult to solve problem
- expensive to hire employees for quality check
- expensive if product has to be replaced and reworked
definition of:
quality assurance
checking quality throughout the production of good and services
advantages of quality assurance
- eliminates any faults or defects
- can find out which stage of production made errors
- products no need to be reworked
disadvantages of quality assurance
- expensive to carry out
- depends on how well employees follow up to the quality standards
definition of:
total quality management
continuous improvement of products and production processes by focusing on quality at each stage of production
advantages of total quality management
- eliminates ant faults or defects
- quality is built at every stage
- products don’t need to be reworked
- waste removed - efficiency improved
disadvantages of total quality management
- expensive to train employees
- relies on how motivated employees are to follow procedures
how can a customer be assured of the quality of a product/ service?
product - check the quality mark
service - check reviews and feedbacks online
