quality Flashcards
describe quality control
Inspecting raw materials or finished goods to check they are of an acceptable standard and quality.
Raw materials – checked at the start of the production process
Finished goods – checked at the end of the production process
describe quality assurance
a prevention method as products are checked to see that they are of high quality at different stages throughout the development and production process as opposed to just at the end.
e.g. a quality manager may inspect raw materials, machinery, speak to employees
describe continual improvement
This is when an organisation is always attempting to improve quality.
This relates to the Japanese philosophy kaizen which is the idea that everyone and every process and system in the organisation is continuously improving
describe quality circles
This involves a group of production workers meeting with a line manager to discuss problems in the production process and how to solve them.
Suggestions are then passed to management for further discussion and may then be implemented.
describe quality standards and symbols
A quality standard or symbol proves a product has met an agreed industry standard,
(e.g. hotels meeting standards to achieve a ‘star’ rating, BSI Kitemark or products that are deemed safe by the CE mark.)
describe quality management
This involves incorporating a variety of methods into an organisation’s approach to ensuring quality. It ensures all people in an organisation are committed to quality to ensure zero errors occur.
describe mystery shoppers
People are employed, often through an agency, to purchase products, ask questions, register complaints or behave in a certain way, and then provide feedback to the business about the experiences they had.
describe benchmarking
involves copying the quality of a finished product, and the processes used to achieve it, used by the market leader.
