Improving Quality Flashcards
What does quality mean
A product or service is of good quality and meets expectations of the customer
What do customer expectations focus on
- performance
- appearance
- customer service
- after sales service
- availability
- reliability
- price/value for money
Why is quality important
Helps to remain competitive, need to ensure products are not just consistent in quality but better quality than competitors
Actions that businesses can set to make sure targets are met
- complete market research to find target market
- change suppliers
- train employees
- invest in up to date tech
Difficulties with maintaining quality
Can be hard to persuade employees that quality needs to Improve
What does poor quality cause the business
Would increase costs due to refunds needing to be given and products my need to be redesigned, whilst ensuring a bad reputation
Methods of improving quality
- quality control
- quality assurance
What is quality control
Use inspection as a way of finding any faults in the good or service being provided
What is quality assurance
Aims to achieve or improve quality through organising every process to get the product right the first time and prevent mistakes
What is the difference between quality control amd quality assurance
Quality control is based on the end product or service and quality assurance concentrates on the process of production
