Developing Effective Operations: Quality Flashcards
what is quality?
those features of a product or service that allow it to satisfy customers.
3 tangible measures of quality?
- appearance
- reliability
- durability
- functions (added extras)
- after-sales service: cost, promptness, and effectiveness
- repair and maintenance needs
3 intagible measures of quality?
- image and brand
- reputation
- exclusiveness
what are the benefits of having a quality system?
- impact on sales volume
- creating a unique selling point
- impact on selling price
- pricing flexibility
- cost reductions
what are the issues of introducing and managing a quality system?
- costs
- training
- disruption to production
what is quality control?
a system that uses inspection as a way of finding any faults in the good or service being provided.
what are the benefits of inspection?
- can prevent defective products reaching the customers
- more secure system than one that trusts every individual to do his or her job properly
- inspectors may detect common problems throughout an organisation, so mistakes can be put right more efficiently.
what are the problems of inspection?
-may only do little to encourage individuals to improve the quality of their output
-employing an inspection team is an expense that could be viewed as unnecessary if the products are produced ‘right first time’
giving responsibility for their own work helps to increase the interest, variety and responsibility within a job, and thus helps to motivate workers.
what is quality assurance?
a system that aims to achieve or improve quality by organising every process to get that product ‘right first time’ and prevent mistakes ever happening.
what are the benefits or quality assurance?
- Herzberg argue that there are positive effects on motivation because of this sense of ownership and recognition of the worker’s responsibility
- costs are reduced because there is less waste and less need for reworking of faulty products
