quality management Flashcards
what is quality
measure of excellence or the extent something is fit for purpose
what are affects of business with high quality
attracts staff
creates USP
can charge higher price
advantages of producing high quality
increased revenue
don’t need to send as much on advertising
improved business image
what is quality management
management procedures and policies that ensure the output is high quality
advantages of quality management
retains customers
gives good reputation
can charge premium price
disadvantages of quality management
costly to train staff
can take years to notice any change
employees may resist change
how does a firm measure quality
no. customer complaints
product returns
how do customers measure quality
reliability
durability
appearance
what is quality control
checking goods at end of production process done by trained inspector
advantages of quality control
reduces chance of faulty products sold
easy process to identify
improves business image
disadvantages of quality control
rejecting multiply products can be costly
workers may get bored and not pay attention
what is quality assurance
achieves quality by planning every process to ensure product is produced perfectly first time
advantages of quality assurance
workers have greater responsibility
reduction of faulty products produced
reduces cost of materials needed
disadvantages of quality assurance
need someone to check at end still
workers don’t always want responsibility
workers can get complacent
what is total quality management
when the whole workforce has to be committed to quality by preventing mistakes rather than be inspecting for them
advantages of total quality management
all employees involved so bond
boosts business reputation
leads to few faulty problems
disadvantages of total quality management
can demotivate staff
expensive as staff need trained
can take time to begin and see improvement
what is a ISO 9000
award given to business with clear quality policy tells customers they can expect high quality goods
benefits of having an ISO 9000
gives competitive edge USP
can charge higher price
guarantees quality to customers
drawbacks of having an ISO 9000
maintaining system that ensures quality can be costly
slows production down to follow various procedures
company may be more concerned with keeping award than improving
what is a quality policy
document developed by management and quality experts to express quality objectives
advantages of quality policy
increases staff motivation
firm can increase price
customers confident in business
drawbacks of quality policy
cost of setting up procedures
time consuming
