quality Flashcards
what is quality
those features of a product or service that allows it to satisfy customer wants
How can a business ensure quality of product?
- high quality employees
- well designed products: CAD and CAM
- high quality materials
- customer feedback
- quality control: supervision
benefits of high quality
- increased sales: cutomer loyalty, satisfaction
- reduced costs: less returns
- customer satisfaction
what is total quality management?
Creates quality through continuous improvement, development of systems and products and by creating an organisational culture of quality
what is quality control?
involves inspecting a sample of goods produced at the end of the production process to ensure that specifications have been met
what are the benefits of quality control?
- Inspection is carried out by a specialist
- Reduces the risk of a faulty product reaching the
customer - Problem areas can be identified and action taken
negatives of quality control?
- Waste levels can be high as a fault will only be found at the end of the process
- Requires specialist personnel
- employees may feel demotivated as they are
“being checked up on”
what is quality assurance?
A guarantee given by producers to consumers that certain standards have been met throughout the production process.
what is involved in quality assurance?
- checking/inspecting quality at each stage of the
production process - quality is the responsibility of everyone throughout the process
- each employee treats the next person as if they are a
customer and ensures what they pass on to them is of the correct quality
benefits of quality assurance?
- Motivated staff as everyone is given responsibility
- Focus on quality throughout the process
- Less waste from reworking or scrapping faulty goods
- Better reputation due to quality products
negatives of quality assurance?
- Relies on commitment of all staff
- Training must be provided
- Productivity can be reduced
what are the negatives of bad quality on a business?
- customers will look elsewhere
- damaged reputation
- increased costs due to recalls
- legal action of customers
