quality management Flashcards
quality
good or service that fully meets customer expectations. this means if your product or service has better quality than a rival than you will have a competitive advantage.
technology, materials, equipment, training, worker motivation
quality product should be
reliable, fit for the purpose it was intended, easy to use, durable, well designed, delivered on time. failure can result in customer dissatisfaction
poor reputation
product recall
quality control
involves the use of a series of checks at different stages of the production process to ensure that goods and services meet predetermined standards, involves check and reject the faults once they have occurred.
advantages
prevents poor quality reaching customer
disadvantages
wasteful(raw materials, time processes
doesnt isolate the cause
some bad goods might slip through unless performed often.
quality assurance
a proactive process and aims to build quality into work processes and thereby avoid errors in the first place. it involves and external organisation such as SAI global, to issue the international organisation for standardisation certification, is invited into the business to asses processes against predetermined standards. covers production process, training of staff, quality checks
advantages
great for marketing
gives competitve advantage globally
reduce wastage as stops error occurring before production
disadvantages
can be expensive to have certification
can take time preparing documents and processes
total quality management
is a holistic approach to quality and a commitment to excellence where all employees are involved on the continuous pursuit of quality in everything they do.
aim to create zero defects
1. strive for continuous improvement
2. customer focus- internal and external customers
3. employee participation
advantages
zero defects
greatly reduces waste
higher customer satisfaction
disadvantages
requires a whole business cutural shift, being time consuming and expensive to implement
