Quality Management

Question 1

How can quality related costs be categorised?

Answer 1

Prevention cost - to reduce all other costs to a minimum
Appraisal cost - inspecting and testing
Internal / External Failure - before or after transfer to customer

Question 2

QA is a more contemporary approach to quality. What did Campbell say it should improve?

Answer 2

QA attempts to improve quality through processes, through

Design
Materials
Suppliers
Reliable plant and machinery
Training

Question 3

What are the means of implementing a Quality Management Program?

🔗
✏️
⭕️
🤑

Answer 3

Establishing senior mgmt commitment
Educating
Establishing quality circles
Aligning incentive schemes with new goals

Are all means of implementing a Quality Management Program

Question 4

SERVQUAL 🏍 is used to measure quality in the service industry. What does SERVQUAL consider?

Answer 4

Responsiveness 🏍 - to customer needs
Assurance 🤵- staff are trusting?
Tangible factors 🏦 - physical presence
Empathy ❤️ - a personalised, caring service
Reliability ⏰ - a dependable service

Question 5

What are the four areas of Kaplan and Norton’s Balanced Scorecard?

Answer 5

Customer - what do they value

Internal Operations - what should we excel at

Operational Innovation - what can we improve

Financial - how do we create value for shareholders

Question 6

What are the principles of TQM ⛔️ (a culture aimed at continually improving performance)

Answer 6

Prevention ⛔️
Right first time 1️⃣
Eliminate waste 🗑
CI 📈
Everybody’s concern 👬
Participation 👨‍👨‍👦‍👦
Teamwork and empowerment 💪🏻

👎🏻 = Hard to measure, costly in time and money