Improving Quality Flashcards
1
Q
What does a business require to have a quality operations process
A
- A clear definition of what its targets are- these should be set to meet customer requirements.
- Systems to achieve these targets.
- Training of employees so they have the necessary skills.
- Ongoing measurement of what is achieved relative to the targets.
- Action to be taken if performance does not meet the targets.
2
Q
What might involve if managers want to develop processes to ensure targets are hit
A
- Using market research to ensure the requirements of customers are met.
- The careful selection of suppliers.
- Training employees to check the work they receive.
- Investment in technology to help ensure the process does what it is supposed to.
- Reviewing the way the work is done to see if the systems can be improved.
3
Q
Quality assurance
A
- One approach that is designed to prevent mistakes occurring and to ensure targets are hit is called a quality assurance process.
- A quality assurance system refers to the activities involved to ensure an operations process meets the requirements of its customers.
4
Q
Quality control
A
- A quality team would inspect and try and find the faults that had been built in. This is known as quality control.
- Products are inspected to find faults.
5
Q
Benefits of improving quality
A
- Improved image and reputation.
- Higher demand.
- Greater production volumes.
- Lower unit costs because of less waste a rejected output.
- Fewer customer complaints.
- Potentially higher selling prices.
6
Q
Difficulties in improving quality
A
- Discussing the issues with employees and getting them to agree to the process.
- Investing in training.
- Possibly changing suppliers.
- Developing a culture.
- Incentives to encourage employees to value better quality as a target.
7
Q
Consequences of poor quality
A
- It costs money to recall faulty products.
- It can damage a brands reputation.
- It costs money to rework faulty items.
- These may be legal costs if customers sue the company.
