quality- operations Flashcards
what is quality assurance
quality assurance involves impliemnting quality throughout production process so that by the end quality is ensured
no need to check quality at end of process as quality is ensured throughtout
e.g. checking raw materials, components, eahc stage ensure quality is at correct level
what is quality
quality is how well goods or services do what there supposed to do
features of a product/ service that satisfy consumer needs/ wants
businesses want to ensure quality to gain c a comp advanatage
quality: increases customer satisfaction, increase sales, reuduce waste
what if quality is poor
- bad reputation
- reduced sales revenue
- reduced profits
- waste
- fall behind in market
e.g. alton towers £40m
dell recall 4 mill laptops £400 mil
whats involved in quality assurance
- Recognised standards
- Team working
- Product design Checking
- Production control
- Bench marking
1- team working- In team-based production processes (e.g., conservatory installation), the team holds responsibility for monitoring raw materials, managing the installation, and ensuring the quality of the finished product.
Teamwork builds trust, morale, and enhances communication, making it a key factor in achieving high quality in production.
2- Product design must be checked alongside raw materials and components for quality. An example is the Mercedes A Class, which failed independent tests due to poor design.
Correcting design failures can be costly, both financially and in terms of corporate image. Therefore, time, effort, and money are essential in ensuring effective product design quality.
3-Benchmarking involves setting quality and output targets based on the best competitors in the industry, such as aiming to produce one fault per 100 items.
The process starts with researching competitors’ sales, quality, and consumer satisfaction, followed by setting similar targets for internal production.
Benchmarking requires commitment from all levels of the workforce and fosters market orientation by focusing on competitors’ performance.
4- recognised standards,
implimenting systems like iso 50000, which can guaranteee quality of managemtn and whole organisation althougj it depends on setting high quality targets if low standards are set high quality is not guaranteed as well as depending on whether targets are based on external benchmarks as if not appraoch will be product oreintated which is not desirable
production control-
Production control ensures that standards and processes are adhered to through:
Monitoring costs via budgeting and variance analysis.
Controlling operations with critical path analysis and process monitoring.
Supervising output (increasingly replaced by teamwork and cell production).
Gathering customer feedback and responding to issues.
Methods of production control, including monitoring in call centers, are supported by IT systems that track employee performance and address any deviations from standards by retraining staff.
whats quality control
quality control focuses on identifying faults not preventing then
a sample is taken from a batch and compared against expected standards
judgemtns are made on the results
then action is taken if not to correct standard e.g. reject or repair
may involve changing production process if too many mistakes are made
advantages/ dis
- dis=
- not enhancing culture of getting it right first time
- can be very costly if incorrect
- increases wastage
adv
- saves time, much quicker, customers recieve perfect product
what is TQM
creating organisational culture emphasis quality through continous improvment
aiming to satisfy internal and external consumers by improving: systems, processes and products
staff are commited to maintaning high standards of work
MUST BE A CULTURE THAT MOTIVATES AND ENGAGES EMPLOYESS SO THEY WANT TO SELF CHECK THEIR OWN QUALITY.- otherwiese quality wont be achieived
Total - integration all employees, supplortd, customers etc, chain quality
Quality- aims to achieve high quality and limit wastage-
references speed of service, consistency, innovation and low maintenance
Managment- high focus on managment and ensuring quality and high communication and motivation of workers, identify improvment opportunities
coordinate activities
make changes
empower and ensure all commited to improving their quality
what is involved in TQM
- quality chains- each employee trats their work as if they were the end customer
- quality circles, where members of processes come together to discuss ways in which could improve theiru quality
- empowement- giving workers more resposibility to motviated
- monitoring- monitoring employees work ensure committing to required standard - performance apprasials, evaluate and observe to identify improvments
- team work- work together, satisfy social needs, more productive and motivated
- benchmarking against best compeetitors to gain an advantage - targets
-zero defects- ensuring that there is a cultture of getting it righ the first time
Evaluate the importance of quality for a business and its stakeholders
