Quality of performance

Question 1

what is quality

Answer 1

It is a product or services ability to satisfy a specific need.

Question 2

what is quality measured against

Answer 2

physical appearance
durability
after sales services

Question 3

what is quality control

Answer 3

it is a system that ensures the desired quality is met by inspecting the final product to ensure it meets the required standards.

Question 4

what does quality control entail

Answer 4

setting targets, measuring performance and taking creative measures

Question 5

how is quality assurance different to quality control

Answer 5

checks are carried out during and after the production process. It ensures that required standards are met at every stage.” get it right the first time”

Question 6

Define quality management and what it is used for

Answer 6

Techniques + tools used to improve the quality of a product. It is used for accountability within each busi. function.

Question 7

Define quality performance

Answer 7

It is the total performance of each department measured against the specified standards.

Question 8

how is quality performance measured

Answer 8

the physical product, statistical output of processes and surveys of users

Question 9

How is quality performance obtained

Answer 9

if all departments work together towards the same quality standards.

Question 10

List 3 benefits of a good quality management system

Answer 10

• the busi. has a competitive advantage
• time and resources are used efficiently
• increased market share/more customers improve profitability
• vision/mission/busi. goals may be achieved

Question 11

Two quality indicators of the General Management Function

Answer 11

1 effectively communicate shared vision, mission and values
2 ensure that all departments/business meets deadlines and targets
3 set direction and establish priorities for the business
4 understand changes in the busi. environment on an on-going basis

Question 12

Quality indicators of the production function

Answer 12

1 utilise machines and equipment optimally
2 empower workers so that they take pride in their workmanship
3 products must meet the customers requirements by being safe, reliable and durable

Question 13

Quality indicators of the Human Resources Function

Answer 13

1 low rate of staff turnover in the business
2 offer performance incentives for staff to enhance productivity
3 ensures a fair and equitable selection process

Question 14

Quality indicators of the purchasing function

Answer 14

1. buying raw materials in bulk at a lower price
   2 have a thorough understanding of supply chain management
   3 ensure no break in production due to stock shortages

Question 15

quality indicators of the financial function

Answer 15

1. Keep financial records up to date to ensure accurate tax payments
   2 negotiate better interest rates to keep the financial cost down
2. obtain capital from the most reliable sources

Question 16

Quality indicators of the administration function

Answer 16

1 Handling complaints quickly and effectively
2 make reliable information avalible to management on time
3 use modern technology efficiently

Question 17

Quality indicators of the marketing function

Answer 17

1 differentiating products in order to attract more customers
2 adhering to ethical advertising practices when promoting products or services
3 using pricing techniques to ensure a competitive advantage

Question 18

What is Total Quality Management

Answer 18

an integrated system/methodology applied throughout the organisation which helps to design/ produce/ provide quality products and services to customers.

Question 19

What are quality circles

Answer 19

a group of workers who do the same/ similar work, meet regularly to identify, analyse and solve work related problems.

Question 20

Name the TQM elements

Answer 20

1 continuous improvement to processes and systems
2 continuous skills development / education and training
3 total client / customer satisfaction
4 adequate financing and capacity
5 monitoring and evaluating of quality processes