Quality Flashcards
What is quality to the customer?
Reliability durability and physical appearance of be product
Extent to which the product or service satisfies a customers dequairmenrs
Reputation of the company
After sales service to complaints
What is quality to the organisation?
Meeting requirements of legislation Meeting exactly specifications Having s highly skilled and well trained workforce No customer complaints Obtaining a quality standard
Why is quality important
To satisfy customer needs
To meet or exceed customer expectations at a price customers are happy to pay
To encourage customers to return and buy again
To build confidence in the brand and improve the reputation of the organisation
To improve efficiency or reduce waste
To give your business a competitive advantage
Reduces cost of dealing with complaints
To meet legal requirements
Basic quality measures?
Ability of staff
Good quality inputs
Technology available
Quality control
Checking at he end of the production
Inspectors check each product from a batch
Prevent faulty goods reaching customers
May involve wastage
Quality standards
Awarded to an organisation which has met set criteria
Can be time consuming as it involves checks
Recognised symbol helps improved image of product
Customer can be confident product has met certain quality standards
Can be used for promotion
Can charge higher prices
Fewer complaints
Quality assurance
Product checked at various points
All staff responsible for checking the standard
Identifies any defects as early as possible
Keeps waste down
Benchmarking
Match best practice standards achieved by market leader
Studying competitors identifies how savings can be moved
Not always easy to gather information
Business may not be able to reach benchmark standard due to other complaints
Quality management
Whole organisation has responsibility for ensuring quality Part of culture to stick to standards Employees encouraged to continuously improve Team working is important Constant checking at all changes Getting it right first time every time Highly skilled staff All staff aware of clear policy
Quality circles
Groups of workers come together to discuss problems to the production process
All employees can be involved
Encourages good quality and relationships
Time taken up holding meetings
Commitment of all is need for the process of work
Team leaders must be trained to hold successful meetings
Mystery shopper
Employs someone to pose as a customer and to report back
Can monitor a variety of aspects of the quality
Helps keep employees motivated
Helps business to improve based on feedback
Staff may feel threatened as they must be informed a mystery shopped is being used
Can be expensive
