QUALITY MANAGEMENT

Question 1

QUALITY

Answer 1

hat a product is made free from errors and according to
its design specifications, within an acceptable production tolerance
level. Such an approach also emphasises that every unit produced
should meet the design specifications, so the idea of consistency
becomes important.

Question 2

Key writers on quality

Answer 2

-W. Edward
Deming: managers should set up and then
continuously improve the systems in
which people work
-Joseph M. Juran ;Drew on Pareto principle and stated that
85% of quality problems are due to the
systems that employees work within
rather than the employees themselves.
-Phillip P. Crosby :Introduced the concept of ‘zero defects’,Believed that prevention is key and that
the importance of quality is measured by
the cost of not having quality

Question 3

prevention costs

Answer 3

Cost of designing products and services with
built in quality
* Cost of training employees in the best way to
do their job
* Cost of equipment testing to ensure it
conforms to quality standards required

Question 4

Appraisal costs

Answer 4

Inspection and testing, for example of purchased
material or a service

Question 5

internal failure costs

Answer 5

• Cost of scrapped material due to poor quality
• Cost of re-working parts
• Re-inspection costs
• Lower selling prices for sub-quality products

Question 6

external failure costs

Answer 6

Cost of recalling and correcting products
* Cost of lost goodwill