Operations Management- Quality Flashcards
Ways of assessing quality
- appearance
- reliability
- personal preference
- brand
Quality
The totality of features and characteristics of a product or service that satisfies (or delights) customers.
Ways of measuring quality
- customer complaints
- customer satisfaction surveys
- mystery shoppers
- wastage rate
Quality control
Checking the overall quality of a product either at certain stages of the process or more commonly at the end of the process
Quality assurance
Individuals involved in production take care with the quality of the product at each and every stage.
Why is quality assurance more common than quality control?
The cost of reworking a product at the end of the process is far greater than ensuring the quality is right first time
Total Quality Management
Japanese concept involves minimising waste at every opportunity and focusing on efficiency savings. Involves making continuous and small improvements.
Benefits of quality systems
- higher sales
- can charger higher prices
- improves rep
- creates USP
drawbacks of introducing quality systems
- costs
- training
- disruption to production
