Quality Flashcards
What is quality?
the standard at which a product is held to based off production and brands
Why is quality important?
- the retention rate of staff
- competition
- customer satisfaction
- develop an USP
- limit returns on products
- first mover advantages
What are some quality targets for a service?
communication satisfaction loyalty speed customer service
What are some quality targets for manufacturing?
Defective targets
efficiency
consistency standards - training
waste minimisation
What are the methods of having quality?
1) Quality Control
2) Quality Assurance
3) Quality Circles
What is quality control?
A reactive approach that is traditionally used to inspect goods and find faults removing them at the end
What are issues of using quality control?
- difficult to find specific issues
- not done by unit specialist
- mistakes inevitable
- potential waste
- time consuming
- entire batches (flow and batch production)
What is quality assurance?
a proactive approach that is used to set quality at a standard in all stages in the production of a good or service
Why is using quality assurance important?
\+ greater emphasis on preventing mistakes \+ stresses employees to get it right \+ self checking \+ reject any work that's unacceptable \+ greater motivation \+ requires training
What are issues of using quality assurance?
- inconsistent standards
- lower efficiency
- requires training
- less productivity
- time consuming
- requires trust and set level of quality
What are quality circles?
small groups of workers in the same area of production who meet regularly to study and solve production problems.
What are quality circles influenced by?
training
awareness
communication
motivated or not
How should a business encourage quality circles?
- pay
- recognition of workers
- staff empowerment
- better working environments
What are the positives and negatives of using a quality circle?
+ dynamic markets, high competition, USP
- customer service –> online, production facility used may bring a challenge, first mover advantages, distribution channel
What is Kaizen?
continuous improvement getting employees to improve what they do in a small way which makes an overall impact
What it total quality management?
- an approach to quality that aims to involve all employees in the quality improvement process
- everyone in the firm contributes to the overall quality of the product/service.
What are benefits of TQM?
employees are of equal importance quality from design through sales customers are internal less productive --> away from speed establishes a culture system quality is centre
Why are Kaizen and TQM from Japan?
Because the Japanese are notorious for being hard working and proud of their work
