Quality Flashcards
What’s is the importance of quality for customers?
-the product durability and reliability
-the company’s reputation—> if the company is well known for quality it will be preferred choice
-value for money—> customers want to feel they are receiving a quality product for the amount they are paying
What is the importance of quality for the organisations?
-gives them a good reputation for quality brands and customers will become loyal
-a better quality product should be more durable which means fewer returns from customers
-from some it is legal requirement
What is quality control (prevention)?
The products quality is inspected and checked at the start and end of production process
What are the benefits of quality control?
-ensures no faulty product will reach the consumer as all finished products are thoroughly checked
-less checks required through the production process which saves time and finance
What are the costs of quality control?
-high degree of wasted material as faulty products are only identified at the end of production process
-reworking faulty products costs time and finance
What is quality insurance (inspection)?
When the products quality is checked at various points in the production process
What are the benefits of quality assurance?
-mistakes can be identified quickly as product is checked throughout
-reduce chance of wastage which decreases costs spent on discarded materials
What are the costs of quality assurance?
-costly due to the regular checks being made
-regular checks can slow down production meaning lower productivity rates
What are quality circles?
Small groups of workers from different levels in the firm who come together regularly to discuss how to resolve any problems in production proces
What are benefits of quality circles?
-employees may feel more motivated as they feel valued
-team work is encourages and encourages workers to feel equal
What are costs of quality circles?
-when employees are meeting they are not producing which is costly for the organisation
-team leaders need to be appointed to oversee which requires training
What is benchmarking?
Uses the best performers in the industry to set standards for the company to meet
What are benefits of benchmarking?
-can provide a goal for employees which increases motivation
-can make organisations mote competitive in the market
-may lead to other business areas being improved
What are costs of benchmarking?
-difficult to gather required info from competitors
-what is best for one organisation may not be suitable for another
What is a mystery shopper?
-employed by an agency to act as a customer and report back to the company on their experience
