Chapter 70, Internal and external quality standards

Question 1

What is quality

Answer 1

• being fit for purpose

- satisfying legislation

Question 2

Quality assurance

Answer 2

the way business assures customers that their products are of sufficient quality

Question 3

Dr Deming’s fourteen factors of quality control

Answer 3

1. consistent message about quality
2. commitment to improving constantly
3. improvements are not just about the product itself
4. encouraging employees not to fear improvements
5. remove barriers
6. ensure organisational structure supports improvement
7. ensure suppliers are concerned about quality
8. train employees to be involved in quality
9. training is vital
10. switch supervision for training
11. switch from detection to prevention of faults
12. remove barriers that prevent pride in their work
13. dispose of slogans and unrealistic targets
14. dispose of work quotas

Question 4

Wastage rates

Answer 4

number of rejects produced / total number of products produced x 100

Question 5

Benchmarking

Answer 5

comparing a business with a competitor

1. decide here products or activities are to be benchmarked
2. be aware of existing processes in the business
3. conduct an analysis of those with bets practice
4. identify gaps or areas for improvements
5. take action to improve
6. ensure the process is ongoing