Quality

Question 1

describe quality control

Answer 1

when finished products are checked
highly wasteful
products can be thrown away or reworked

Question 2

describe quaity assurance

Answer 2

when products are checked at various stages in the production process to ensure preset standards are mey

Question 3

describe quality management

Answer 3

products are checked at every stage of the production process
all staff are involved in checking quality
errors are not tolerated

Question 4

describe benchamarking

Answer 4

copying the standards of the market leader with hope of being the best

Question 5

describe quality circles

Answer 5

small groups of employees volunteer to meet regularly and make suggestions to management for improvement
workers are motivated due to opinion being valued

Question 6

describe mystery shopper

Answer 6

when employees are employed to visit an org to sample the products or services on offer
feedback is given to the org of the mystery shoppers experience
the employees of not make the purpose of their visit known

Question 7

describe additional quality measures

Answer 7

train employees to a high standard
purchase high quality raw materials
main and service equipment regularly

Question 8

describe benefits of ensuring quality

Answer 8

proves the product has met an agreed level of quality
can be sued as a marketing tool to gain a competitive edge
will give customers confidence when purchasing the product
increase sales/repeat sales
high prices can be charged
less customer complaints
less returns
limits waste
improved reputation

Question 9

describe costs of ensuring quality

Answer 9

involves a very lengthy and time consuming process
rigorous record keeping of purchases and production must be kept
will require thorough checks and audits by staff to prove the standards have been met
Staff will have to be trained to check quality