Quality Flashcards
1
Q
what is quality?
A
- a product/services ability to meet the needs and expectations of customers
2
Q
what are the 3 benefits of quality?
A
- increased sales
- reduced costs
- customer satisfaction
3
Q
what is quality control?
A
- finished products are checked by inspectors to see if they meet the set standard
- products are inspected at the start and end of the production process
4
Q
what are 2 pros and 2 cons of quality control?
A
+ reduces chance of poor quality products reaching customers
+ only some employees need to be trained as inspectors, saves time
- high waste costs
- faults are only found at the end of production
5
Q
what is quality assurance?
A
- the product is checked throughout the production process at each stage
6
Q
what are 2 pros and 1 con of quality assurance?
A
+ zero defect production
+ prevents faults from occuring at all
- timely
7
Q
what is TQM?
A
- total quality management
- creates quality through continuous improvement, development of systems and products, and by creating an organisational culture of quality
8
Q
through what 7 methods can TQM be achieved?
A
- quality chains
- empowerment
- monitoring
- teamwork
- zero defects
- quality circles
- benchmarking
9
Q
what are quality chains?
A
- the next person in the production process is treated as a customer and customer satisfaction is the objective
10
Q
what is empowerment? (TQM)
A
- giving employees control over tasks completed
11
Q
what is monitoring?
A
- checking that standards at each link in the chain are being achieved and the use of statistical tools to measure levels of failure to achieve quality
12
Q
what is teamwork?
A
- a team is responsible for a production process
13
Q
what are quality circles?
A
- employee involvement in the decision making and product improvement process
- employees meet to identify and solve problems
14
Q
what is zero defects?
A
- attempting to achieve perfect product quality every time
15
Q
what is benchmarking?
A
- setting standards of quality and output which are based on the best that competitors can offer
16
Q
what are 3 consequences of bad quality?
A
- increased costs
- bad reputation
- loss of customers
