Quality management Flashcards
What is the meaning of quality ?
If the product or service meets customer expectations and standards
What are customer expectations/standards defined by ?
- Performance of product/service (fit for purpose?)
- Appearance
3.Availability and delivery
4.Reliability and durability
Explain the importance of quality
Quality is important so that businesses can gain an overall competitive advantage. This is because markets are highly competitive and customers are more knowledgeable, demanding, prepared to complain and can share negative/positive information online
What is quality management ?
A business puts systems in place in ensure the quality of their product/service is consistent
What are quality standards ?
a criteria that products/services must meet to enhance the reputation of a business with consumers and suppliers
What are the three main quality standards ?
1.BSI 1992 (British standards institution) provides guidance on how to make a businesses structure, management and quality effective, allowing objectives to be met and resources to be maximised.
2.TQM (Total quality management/assurance) ensures long-term success through customer satisfaction as all members of organisation work towards improving processes, products and services.
3.International organisation of standards 2015, influences quality management, control/assurance, planning and improvement to clarify and standardise quality terms
What are kite marks ?
They symbolise quality, safety and value
What is lip (investors in people) ?
The quality standard for people management.
Businesses must provide evidence on how they meet lip e.g. hiring a mystery shopper to measure consistency in standards.
lip is then awarded to organisations that lead support and improve peoples capabilities to achieve high performance as the objective is to encourage continuous improvement in maximising resources and employee talent
