Operations 3 Flashcards
What are the different methods of ensuring quality? (4)
- Quality Standards and Symbols
- Benchmarking
- Quality Circles
- Mystery Shopping
What is Quality standards and symbols?
Quality standards are awarded to an organisation when it meets a particular specification or set of criteria. However, it can be timing consuming process to achieve and involves a series of checks and/or audits to be carried out.
What are the benefits of an organisation and the customer of being awarded a quality standard? (6)
- Having a recognised symbol attached to its name, which improves the image and reputation of the product.
- Having proof that it has met specific quality standards.
- Having a competitive advantage over products that do not have quality standard, which can be used in marketing and promotional material.
- Help to encourage repeat purchases.
- Being able to charge higher prices.
- Receiving fewer complaints and reduced wastage.
What is benchmarking?
Benchmarking, involves comparing one product with another similar product, often using the market leader’s standards as the benchmark. The organisation will then attempt to match these standards in their own products.
What is quality checks?
A quality check is established when members of the organisation meet to discuss quality issues and then attempt to improve these and find solutions to quality issues. It involves employees at all levels of the hierarchy, which can be motivating.
What is mystery shopping ?
Some organisations, often in retail, employ mystery shoppers to visit their store to make purchases. Feedback is then given to the organisation on how the shopper found their experience and the service that they received. Staff in the organisation will not normally know in advance that a mystery shopper will be visiting in an attempt to provide an accurate representation of the shop and the service experienced.
