quality management Flashcards
what is quality?
- the degree of exellence of goods or services and their fitness for a state purpose
what are the attributes of quality?
- no defects
- reliable
- easy to use
- well designed
- useful features
- delivered on time
what is quality from a business perspective?
- minimise waste/defects
- strictly conform to standards
- reduce variance in final output
what is quality control?
- using inspections at different points in production to check for problems and defects.
- it is internal, business sets benchmark
what are attributes of QC?
- simple and cheap to implement
- it focuses on the outputs after products have been produced
what are advantages and disadvantges of QC?
adv:
- prevents poor quality goods or services reaching consumers
- inexpensive to set up
disadv:
- wasteful, as the rejected products involve raw materials, time and processes
- some poor quality gods may slip through
what is quality assurance?
- the use of system so that a business achieves set standards in production. it uses business documents, and records all production processes.
- it is accredited by a third party
what are attributes of QA?
- more sophisticated than QC and it is proactive as it focuses on the entire production process, there is usually a quality manager to oversee quality management system
what are QA advantages and disadvantages?
adv:
- reduces wastage as it is proactive in stopping errors
- great for marketing
disadv:
- gaining certification can be expensive
- preparing documents is time consuming
what is Total Quality Management (TQM)?
- business-wide commitment to excellence that is applied to aspects of the business
explain TQM, break it down.
its aim is to create a defect-free production process and it focuses on preventing wuality issues before it occurs. TQm can reduce costs as less defects are produced. therefore increasing effectiveness
explain the 4 approaches of TQM:
- QA/QC - already know
- employee empowerment: a quality circle (group of workers) who resolve problems relating to quality
- continous improvement: onoing commitment to achieve perfection
- customer focus: customer ultimately decides on the level of quality, focus on customer
what are advantages and disadvantages of TQM?
adv:
- zero defects
- greatly reduces wastage by being proactive
- higher customer satisfaction
disadv:
- requires whol business cultural shift which is time consuming and expensive to implement