Topic 24 - Effective Operations - Quality

Question 1

What’s ISO9000

Answer 1

An award for a product having a quality assurance system.

To gain it, the firm must have quality targets and a back up system should the first one fail.

Question 2

What’s TQM

Answer 2

Quality standards implied to all areas and functions of the business without fail

Question 3

3 benefits of quality management

Answer 3

Customer satisfaction= repeat sales / free ads

Good publicity = retailers likely to stock

Competitors differentiation

Easier to establish new products with good rep

Question 4

3 drawbacks of quality management

Answer 4

Costs: market research to find customer expectations, staff training to ensure TQM, material costs of rejecting poor quality products, equipment costs of checking at each stage.

Question 5

Methods and definitions of checking quality

Answer 5

Quality control: checking product after its completion or a service as its being conveyed.

Quality assurance: each stage of production is checked for quality, self checking is motivating and reduces the firm’s waste and so costs.