Total Quality Management Flashcards
What is quality in business?
A measure of excellence ensuring products meet customer expectations.
What happens when businesses fail to meet quality standards?
Customer complaints, refunds, negative publicity, and lost sales.
What is Total Quality Management (TQM)?
A management approach focused on continuous quality improvement.
What are the advantages of TQM?
Lower costs, motivated employees, improved customer satisfaction.
What are the disadvantages of TQM?
Expensive to implement, staff resistance, takes time to show results.
What are some costs of maintaining quality?
Inspection costs, staff training, product recalls, and reputation management.
How can outsourcing affect quality?
It may reduce costs but can lead to quality control issues.
What are the risks of franchising for quality control?
The franchisor has limited control over customer service and quality at franchise locations.
