Chapter 20 - Achieving Quality Production Flashcards
What quality products help a business do (5)
Establish a brand image
Build brand loyalty
Maintain a good reputation
Increase sales
Attract new customers
What happens if quality is not maintained (3)
Business will lose customers to other brands
Costs raised as business will have to offer a repeat service/replace faulty products
Bad reputation will be created, leading to lower sales and profits
Quality
To produce a good or service which meets customer expectations
Quality control
The checking for quality at the end of the production process, product or service. Uses quality inspectors as a way of finding any faults
Advantages of quality control (2)
Tries to eliminate faults/errors before the customer receives the product/service
Less training required for workers as inspectors are employed to inspect the quality of
Drawbacks of quality control (3)
Expensive as the inspectors need to be paid
Identifies faulty products, but not where the fault occurred, making it difficult to solve the problem
High costs if products have to be scrapped or services repeated
Quality assurance
The checking for quality standards throughout the production process by employees. Service or product
Advantages of quality assurance (3)
Eliminates faults/errors at all stages of production before passing on to the next stage
Fewer customer complaints
Reduced costs if products don’t have to be scrapped/reworked or a service repeated
Method to implement a quality assurance system
Total Quality Management
Drawbacks of quality assurance (2)
Expensive to train employees to check their own work at each stage of production
Relies on employees being committed to maintaining standards set
TQM
Total Quality Management
The continuous improvement of products + processes by focusing on quality at each and every stage of production
Advantages of Total quality management (5)
Quality is built into every part of prod of a product/service and becomes central to the ethos of all employees
Eliminates all faults + errors before the customer receives the product
Less customer complaints, better brand image, more sales
Reduced costs as products don’t have to be scrapped or reworked
Waste is removed + efficiency increases
Drawbacks of total quality management (2)
Expensive to train employees
Relies on all employees following the ideology and accepting responsibility
How can a customer be assured of a quality product or service
By looking for a quality mark. The business must apply to have the mark and must follow rules and is inspected on them. Or from recommendations from other customers and the business having a good reputation
