U3 3F quality strategies Flashcards
1
Q
define quality
A
- ability to satisfy a customers need
- a product with better quality than competitor will provide competitive advantage
2
Q
how do you measure quality
A
reliability
durability
delivery
consistency
quality and luxury are not the same thing from production point of view
3
Q
define quality control
A
- involves use of series of checks at different stages of production process
- to ensure goods and services meet predetermined standards
- uses check / reject principle which is a reactive prcoess.
- meaning to detect faults once occured rather than prevent from happening in first place
quality control requires
- established standard of quality
- regular inspections
- goods / services to be removed if they don’t meed standards
4
Q
define quality assurance
A
- involves business achieivng certified standard of quality in production
- only after indepdendent body assesses operation system
- a proactive process aiming to build quality into work processes thereby avoid errors in first place
5
Q
define proactive
A
performing actions to prevent problems before they occur
6
Q
define reactive
A
responding to situation after some has occurred
7
Q
define total quality management (TQM)
A
-holistic approach to quality and commitment to excellence
-where all employees are involved in continous pursuit of quality in everything they do
