quality assurance and standards Flashcards
what is quality assurance
is having structures and procedures in place to constantly provide a high standard of product /service
monitoring and evaluating product/service to ensure standards go a high quality are met
enabling getting things right first time with zero defects meaning its the responsibility of every employee
what is quality standards
recognises business’s will meet high quality business will display that to the public
businesses seek high quality because:
(7)
less mistakes and complaints
satisfying customers
improves rep and co-operate image
more sales=more profit
gives an competitive advantage- ms increase
motivate staff as they raise the quality standards
reduces wastes and works more efficiently
ISO 9001
looks at how the business has implanted quality assurance in areas of facility people training services and equipment
how ISO9001 handle mistakes
use resources
checks products are high quality
IIP
recognises standard to achieve better people management through employee empowerment and working towards continues improvement of staff
IIP is externally assessed
key issues include;
improve skills
develop personal responsibilities
resolve peoples issues
3 step IIP
-Improve people
-people improve systems
-systems improve business performance
customer service excellence standards
government developed CSES for public service organisations to improve their effectiveness and efficiency. Standard places importance on members of the public and ensures that they are top priority in public Service provision
main aims of CSES
continuous improvement
learn new skills
reward organisations
to achieve CSES aims emphasise on;
delivery of service
whether delivered on time
good customer service
staff attitude in order to encourage improvement
