quality management Flashcards
quality
those features of a product or service that allow it to satisfy a customers needs and wants e.g appearance and reliability
quality control
making sure the quality of the product meets the specified quality performance criteria
when do quality inspectors check products in quality control
after production
problems of quality control
lead to wastage as production has been carried out
not accurate test
may not identify deep problem
quality assurance
method of working for businesses that takes into account customers wants when standardizing quality
guaranteeing standards are met
how can quality assurance motivate employees
all employees involved in contributing and being part of ensuring quality
how could staff training not be seen as a cost
should be financial return through higher efficiency and less wastage
TQM
management approach in business culture that puts quality at the heart of everything in the business
getting it right every time, first time
features of TQM
quality circle
empowerment
zero defects
quality circles
small groups of workers meet to solve problems
and find solutions
business benefits from new ideas and always considers improvement
empowerment
employees made accountable and can make decisions about process
depends on capability of dealing with pressure
still need quality control inspectors
zero defects
every product is free from defects, quality inspected all throughout
should be no wastage
benefits of TQM
don't need to pay for inspectors motivated employees more satisfied customers enhanced reputation more PM more effective management
problems of TQM
time consuming to introduce
some staff resistant to change
cost of training staff
kaizen
philosophy from Japan meaning continuous improvement introducing small incremental changes in a business
believes employees are the best people to identify problems
