Quality Flashcards
What do we mean by the term ‘Quality’
Quality is about meeting the needs and expectations of customers. ‘Fit for use’.
What did W.Edwards Deming mean when he said that ‘Quality is defined by the customer’?
The customer may insist on certain specifications or demand exceptional levels of customer comfort.
Benefits of good quality?
-Good reputation
-Reputable product
-More sales
-More profit
-Less loss from returned damaged goods
Limitations/Drawbacks of good quality
-Likely to costs more to produce due to higher quality materials
-The process of ensuring goods can be expensive (e.g hiring quality-based staff-
Quality Control Definition
Based on inspectors check that the output meets minimum acceptable standards checking every product or every nth product.
At the END of production process.
Benefits of quality control
-Can be used to guarantee that no defective item will leave the factory.
-Requires little staff training, therefore suits a business with unskilled or temporary staff.
Drawbacks of quality control
-Leaving quality for the inspectors to sort out may mean poor quality is built in to the product (e.g clothes with scams that soon unpick).
-QC can be trusted when 100% of output is tested but not when it is based on sampling.
Quality Assurance definition
Inspecting the quality while It is still being produced.
DURING the production process.
Benefits of Quality Assurance
-Quality issues are identified early so products may be reworked rather than rejected.
-The cause of defects is the focus so future quality issues may be better than prevented.
Drawbacks of Quality Assurance
-Staff training and a skilled workforce is required so labour costs may be increased.
-Reworking may lengthen the production process.
Quality Circles
Groups of workers meet regularly ti sieve quality problems identified in the production process.
Benefits of Quality Circles
-Workers may be motivated as they are involved in decision making.
-Relevant and focused solutions are likely as workers are familiar with processes.
Drawbacks of Quality Circles
-Management need to have trust in workers views and solutions.
-Meetings and structures must be organised regularly.
Total Quality Management definition
Organisation of the business with quality as its core and with every worker responsible for quality.
Benefits of TQM
-Quality in all aspects of the business improves efficiency.
-A culture of constant improvement exists within the business.
