The concept of quality 3.3

Question 1

what is quality?

Answer 1

the standard versus price of the product

Question 2

what is ‘good quality’?

Answer 2

a product/ service which meets the standard of the customers

Question 3

what are the benefits of selling something ‘high quality’

Answer 3

charge premium prices, strengthen brand, gives an easy USP/ competitive advantage

Question 4

what are the signs of lacking quality in product/service

Answer 4

number of complaints, product refunds/returns, unloyal customers, mystery shoppers, bad customer survey results

Question 5

what is the process of traditional quality control?

Answer 5

idea formed –> product designed —> production process —> quality control

Question 6

what are the drawbacks of traditional quality control?

Answer 6

if quality is found to be inadequate, products have to be destroyed, materials are wasted and it’s now too late to correct errors

Question 7

what is the process of modern total quality management?

Answer 7

idea –(quality check)—> designed —(qc)–> production process –(qc)–> quality test

Question 8

what are the benefits to total quality management?

Answer 8

leads to zero defects, customers are assured of quality, encourages repeat purchasing and loyalty of customers

Question 9

compare total quality management to quality control

Answer 9

TQM
- achieved by improving production process
- targeted at whole organisation
- quality is built into the product
- aims to gain loyal repeat customers
- focuses on the process

QC
- achieved by checking the product at the end
- cheaper than building quality into every aspect
- too costly to correct mistakes
- once products are made
- focus on end product
- defect products are inspected out