Quality Flashcards
What is quality?
meets requirements and meets customer expectations
fit for intended use
cost effective
delivered on time
What is TQM?
the continual process of preventing mistakes in manufacturing rather than fixing them later
How do we measure quality?
Customers - customers complete a survey
mystery visitors - employ mystery visitors to use product in secret and test the quality
staff - can be asked to check quality of work
Consequences of bad quality
customer dissatisfaction
cost of recalling faulty products
cost of replacing goods
cost of waste
costs of goods produced that no one wants
cost of legal action if sued for poor quality
Benefits of good quality
customers are more likely to come back
avoiding mistakes saves money
may improve brand and reputation
Cost of maintaining good quality
cost of inspection and checking
cost of training staff to check their own quality
cost of selecting better suppliers