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Management of Operations > Quality > Flashcards

Quality Flashcards

1
Q

what is quality

A

it is the standard of a product. it is different between consumers and producers

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2
Q

what are the factors of quality control

A
  • only used by manufacturers
  • inspectors check items at the end of production
  • aims to clarify or remove flawed products before sale
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3
Q

what are the pros of quality control

A

-recycling the less quality products and selling them off at cheaper price

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4
Q

what are the cons of quality control

A
  • wasted products
  • inefficient as flaws aren’t found until nearer the end of the production
  • testing may result in destroyed goods
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5
Q

what are the factors of quality assurance

A
  • used by manufacturers
  • operates during production and inspectors check at the end
  • quality is known by staff all through training
  • aims for no flawed products
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6
Q

what is the pros of quality assurance

A
  • flaws are fixed when they occur
  • reduce waste
  • more efficient way of assessing quality
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7
Q

what are the cons of quality assurance

A

-staff participation and training essential which is expensive

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8
Q

what is quality management

A

this is the continual improvement method of assessing quality

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9
Q

what are the factors of quality management

A
  • used by both manufacturers and service providers
  • aim to get everything correct first time as no errors are allowed
  • consumers needs and wants are superior
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10
Q

what are the pros of quality management

A
  • every aspect is always considered
  • sets high standard and improves quality
  • focus on team work and search for improvement
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11
Q

what are the cons of quality management

A
  • need commited staff
  • regular training
  • regular performance reviews
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12
Q

what is quality standards

A

the standard is a published and well known specification used as a guideline by the org

it has a sign of symbol which shows the standard is reached

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13
Q

what does the BSI (british standards institute) do

A

it identifies that the tested products meet the British, European and international standards

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14
Q

what are the advantages of achieving a standard with BSI

A
  • customers are guaranteed quality
  • symbol can be used as marketing
  • allows higher price to be charged
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15
Q

what are the disadvantages of achieving a standard with BSI

A
  • standard needs to be maintained

- record is needed to justify the continued awarding of standard

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16
Q

what is benchmarking

A

it compares business performance to the best performers in the industry

17
Q

orgs can be benchmarked in different aspects of performance. what does this involve

A
  • researching what customers class as the best org
  • reviewing the benchmark to identify why they are successful
  • applying techniques to improve performance
18
Q

what are the advantages of benchmarking

A
  • identifies the best practices
  • improves performance
  • competitiveness
  • minimises business failure
19
Q

what are the disadvantages of benchmarking

A
  • costly to change practices

- time consuming to research

20
Q

what is a quality circle

A

it involves groups of employees from different depts to meet and improve quality

21
Q

what are the advantages of a quality circle

A
  • staff empowerment
  • staff share best practices
  • improves staff skills
22
Q

what are the disadvantages of a quality circle

A
  • best people might not be in the circle
  • takes time and money
  • no guarantee that it will work
23
Q

what is a mystery shopper

A

an appointed person who acts normal as a customer but then reports back after their experience

24
Q

what are the advantages of a mystery shopper

A
  • gives realistic feedback
  • helps identify any weaknesses
  • ensures complaints are taken correct
25
Q

what are the disadvantages of a mystery shopper

A
  • could be a bad day so doesn’t give normal practice
  • costly and time
  • could be bias as it is one reporter
26
Q

how does improving quality input work

A
  • better machinery means less flaws
  • staff are trained well then good quality service
  • reduces complains
27
Q

how does technology support stock activities

A
  • can order from supplier through internet
  • barcodes etc helps organise
  • customer reviews on social media
28
Q

how does technology support the production process

A
  • products are designed through cad
  • special robots who do the same over and over
  • lasers cut materials with precision
29
Q

what are the advantages of machinery/technology

A
  • product quality is consistent
  • output amount is greater than labour
  • robots don’t lose motivation
30
Q

what are the disadvantages of technology/machinery

A
  • staff training is expensive
  • machines aren’t flexible
  • problems could have a knock on effect
31
Q

what ways can a organisation test their quality of products

A 
quality circle
quality control 
quality assurance
quality management 
mystery shoppers
bench marking

Management of Operations (4 decks)

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