Optimizing Operations- Quality management

Question 1

Quality control

Answer 1

Physical checking of goods/services during stages of operations to make sure they meet standards
Establish quality standards, carry out inspections of product performance, compare results of inspections with established standards, alter/change current benchmarks to prevent defects

Question 2

Quality assurance

Answer 2

system to build quality into processes, avoid defects, may use an external organisation certifying their products against published ISO (International organization standards)

Consultant advises business to improve quality standards, adjustments made, certification granted, authority to use logo

Question 3

TQM

Answer 3

approach to quality where all staff are responsible/accountable for quality
Focus on customer, continuous improvement, involvement of all employees, defect prevention
Focus on continuous improvement (improving processes and solutions), customer (what customers need and expect, external and internal), involvement of all employees to improve quality, defect prevention

Question 4

Define quality

Answer 4

the degree of excellence in a good/service

Durability, features, consistency, ease of use, performance

Question 5

Aims of quality management

Answer 5

Maximizing operational efficiency and productivity, by avoiding defects and therefore waste
Achieving consistently high standards