quality management Flashcards

1
Q

what is quality?

A
  • the degree of exellence of goods or services and their fitness for a state purpose
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2
Q

what are the attributes of quality?

A
  • no defects
  • reliable
  • easy to use
  • well designed
  • useful features
  • delivered on time
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3
Q

what is quality from a business perspective?

A
  • minimise waste/defects
  • strictly conform to standards
  • reduce variance in final output
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4
Q

what is quality control?

A
  • using inspections at different points in production to check for problems and defects.
  • it is internal, business sets benchmark
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5
Q

what are attributes of QC?

A
  • simple and cheap to implement
  • it focuses on the outputs after products have been produced
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6
Q

what are advantages and disadvantges of QC?

A

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

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7
Q

what is quality assurance?

A
  • 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
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7
Q

what are attributes of QA?

A
  • 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
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8
Q

what are QA advantages and disadvantages?

A

adv:
- reduces wastage as it is proactive in stopping errors
- great for marketing

disadv:
- gaining certification can be expensive
- preparing documents is time consuming

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9
Q

what is Total Quality Management (TQM)?

A
  • business-wide commitment to excellence that is applied to aspects of the business
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10
Q

explain TQM, break it down.

A

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

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11
Q

explain the 4 approaches of TQM:

A
  • 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
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12
Q

what are advantages and disadvantages of TQM?

A

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

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