Theme 2 Topic 4 - Quality Management Flashcards
Define Quality
Meeting customers needs and wants to their satisfaction
What are two benefits of high quality products?
Good reputation allowing them to charge higher prices, High customer satisfaction and repeat purchase
Define Quality Control
The process of inspecting products to ensure that they meet the required quality standards
What are three characteristics of quality control?
Based on inspection, Checking and removing sub-standard output, Applies consistant standard
Define Kitemark
A quality standard given to products which meet a certain standard set out by the British Standards Institute (BSI)
Define Quality Assurance
The attempt to build in quality procedures throughout the organisation
What are three characteristics of quality assurance?
Involves all workers in taking responsibility for quality, Based on process, Build quality in throughout the production process
Quality assurance systems include…
Quality circles, TQM, Kaizen
Define Quality Circles
Small groups of employees meeting regularly to discuss quality issues
Define Total Quality Management (TQM)
A Japanese inspired idea that all workers influence and are responsible for quality
What are three characteristics of TQM?
Involves achieving zero defects where goods are right first time, All staff share a commitment to continuous improvement and change, Build in quality through self-checking
What are three ways TQM can be achieved?
Educating and training staff to be responsible for their own quality, Setting clear and agreed goals, Two-way communication systems
Define Kaizen
A Japanese term for ‘continuous improvement’, perhaps using suggestions from staff
What are three characteristics of kaizen?
Developing an innovative culture, Continuous improvement e.g. less waste, Making small changes e.g. improving customer service
Instead of one huge revolutionary change…
… Small subtle changes are made so that the quality is improving all the time
