Quality Assurance Flashcards
What is quality assurance about
Ensuring that high standards of quality are achieved in both the products and services the business provides and the ways in which the business provides them
3 reasons why quality assurance is important to a business
-reassure customers that the product range is safe
-provides a competitive advantage
-enhance corporate image of the business
What is the customer service excellence standard
Focuses on customers’ needs and preferences. Aims to identify how customer focused an organisation is and to encourage continuous improvement (kaizen) and learning of new skills of staff. Focuses on services
Three things customer service excellence standard focuses on
How a business deals with customers’ complaints and feedback
Whether a business fulfils customers needs- how they identify and consult their customers and how they use info gained from customers
That quality and quantity of information a business provides to its customers
What is the quality award iso 9001
Business management award. External assessors review business’ facilities, people, training, services and equipment. (Focused on businesses process not quality of good or service)
What does iso 9001 look at with in a business
How it
Trains its staff
Checks the product range or services are of a high standard
Handles errors and responds to customers
Conducts sales, design and development, purchases, manufacturing and services
Uses available resources
What is the European foundation for quality management (EFQM)
Enables managers in European business to review how well they undertake their business activities. Assesses strengths of a business and identifies areas for improvement.
3 things the EFQM considers a business’ performance on
Leadership - leadership in a business has purpose and inspires others
Process- a business well managed using interrelated systems processes and facts
Customer focus - continuous value for customers created
People development - maximise contributions from staff through their learning and development activities
What is the purpose of EFQM
Increase European businesses standards and therefore dominate on the world stage of business to achieve total advantage over competitors.
What does investors in people (IIP) about
Award places importance on employees in the business and the need for investment in training and development
Why was IIP created
- levels of high training will increase performance and value of employees and therefore firm
-it will improve business’ organisation system
- resolves peoples issues
- encourage people to enhance their own performance
5 reasons why businesses would obtain quality standards
Good for the image of the business
Assures the public the firms goods or services is of good quality
Gives an advantage over competitiors
Motivates employees as part of a proven organisation
Working for an award increases team spirit
