Quality management Part 2 Flashcards
Definition of quality management
Can contribute to improvement by making the changes to operations processes that lead to better outcomes for customers
Quality characteristics of goods and services: FARDRC
Functionality Appearance Reliability Durability Recovery Contact
Quality characteristics of goods and services : FUNCTIONALITY
Functionally is how well the product or service does the job for which it is intended.
Casio is a calculator brand, and the functionality of Casio is important as if there calculators cannot do the job that it is designed to do, which is a main component on the conformance of quality then it will be considered a low quality item and people won’t buy it
Quality characteristics of goods and services - APPEARANCE
Appearance - aesthetic appeal, look, feel, sound and smell of the product or service.
Ferrari key conformance to specifications is based on the aesthetics of the product in tents of the shape of the car, the sound of the engine and the overall design. If the product was made to run reliably and have good durability this wouldn’t meet the quality conformance of Ferrari as the aesthetics is an important component of the overall “quality of the product”.
Quality characteristics of a goods and service - Reliability
Reliability is consistency of product or services performance over time.
For example For Ryanair one of its main principles would be the reliability of flights in terms of meeting published flight times. For a consumer this is necessary as they won’t want to be late, and wait around. If the planes were always late consumers would choose other competitors as the service isn’t up to the quality expected.
Quality characteristics of goods and services - Durability
Durability - the total useful life of a product or service.
Nokia have phones where they are made on basis of resilience and long term use. If there phones stopped working after a year of use, the durability of the product would be considered to be weak, which would result in low quality conformance to specs
Quality characteristics of goods and services - recovery
Recovery is the ease with which the problems with the product or service can be rectified or resolved.
A BMW will be an example where the chances of the product having problems may occur as cars are regularly checked and fixed if problems occur. If the product had components which were near impossible for mechanics to get hold of this would result in low quality conformance as the problem of fixing the car would be a huge deal
Quality characteristics of goods and services - Contact
Contact is the nature of the person-to-person contacts that take place
Apple are an example where there stores have many differen” apple bars” where consumers can come in and talk to someone person to person and try to fix the problems they have done
Example of quality of conformance in terms of why it’s critical to product or service solution
Toyota have developed the Prius which is designed to be cost affordable, have excellent fuel economy and operate reliably. Those are the key specifications which must be met in order to have a high quality of conformance. If for example the vehicle had an oversized engine meaning it’s fuel economy isn’t strong then it would have a Low level of conformance to specifications. This is why it’s critical when designing a product or service solution as it must meet the needs that are expected.
