Quality of performance Flashcards
what is quality
It is a product or services ability to satisfy a specific need.
what is quality measured against
physical appearance
durability
after sales services
what is quality control
it is a system that ensures the desired quality is met by inspecting the final product to ensure it meets the required standards.
what does quality control entail
setting targets, measuring performance and taking creative measures
how is quality assurance different to quality control
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”
Define quality management and what it is used for
Techniques + tools used to improve the quality of a product. It is used for accountability within each busi. function.
Define quality performance
It is the total performance of each department measured against the specified standards.
how is quality performance measured
the physical product, statistical output of processes and surveys of users
How is quality performance obtained
if all departments work together towards the same quality standards.
List 3 benefits of a good quality management system
- 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
Two quality indicators of the General Management Function
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
Quality indicators of the production function
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
Quality indicators of the Human Resources Function
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
Quality indicators of the purchasing function
- 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
quality indicators of the financial function
- Keep financial records up to date to ensure accurate tax payments
2 negotiate better interest rates to keep the financial cost down - obtain capital from the most reliable sources
Quality indicators of the administration function
1 Handling complaints quickly and effectively
2 make reliable information avalible to management on time
3 use modern technology efficiently
Quality indicators of the marketing function
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
What is Total Quality Management
an integrated system/methodology applied throughout the organisation which helps to design/ produce/ provide quality products and services to customers.
What are quality circles
a group of workers who do the same/ similar work, meet regularly to identify, analyse and solve work related problems.
Name the TQM elements
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
