U3 AOS 2 CH3F Felix Flashcards
-quality(n.)=
-quality(n.)=A [good or service’s] [ability] to [satisfy] a customer’s [need].
What happens if businesses quality is better than other businesses quality
-if product has better quality than rival=they have competitive advantage.
What does quality control require
-established standards of quality(Felix=I’m pretty sure this is total quality management)
-regular inspections
-comparison against standards
-goods or services to be removed if they don’t meet the standards
-Quality control(n.)=
-Quality control(n.)=[Inspecting] a product at [various stages] of the [production process] to [ensure] it [meets designated standards] and [discarding] those that are [unsatisfactory.]
-Reactive(n.)=Responding to a situation after something has occurred.
How do we measure quality=
-Reliability
-Durability
-Delivery(the packaging and external look of a porduct)
-Consistency
(quality and luxury are not the same thing from a production point of view)
What affects quality=
-Technology(e.g. Using machinery to craft pen=meets need of being low cost and durable)
-Materials
-Equipment
-Training=employee experience
-Worker motivation
Quality assurance limitations
-Gaining certification can be expensive.
-Preparing documents and processes prior to inspection can take some time.
-Total Quality Management(n.)=
-Total Quality Management(n.)=[A holistic approach] whereby [all employees] are [committed] to [continuously improving the business’ operations system] to [enhance quality] for customers.
-The aim of TQM is to create zero defects.
-Zero defects(n.)=Creating problems that contain no problems with its quality.
-Quality assurance(n.)=
-Quality assurance(n.)=When a [business achieves a standard of quality] in its production after an [independent body assesses] its [operations system.]
-Proactive(adj.)=Performing actions to prevent problems before they occur.
Quality control strengths
+Prevents poor quality goods or services reaching the consumer
+relatively inexpensive to set up
+It works well for standardised production, e.g. Cars, chocolate.
+Its easier for new staff to learn production routines
Quality control weaknesses
-Is very wasteful, as the rejected products involve raw materials, time, and processes which are not sold to the customer
-It doesn’t always isolate the cause of the problem(does not deal with the cause of the problem, causing these faulty product to continue being produced)
-Unless quality control is performed on every product, some inferior goods may slip through.
Quality assurance strengths
+Great for marketing
+Gives a competitive advantage in domestic and global markets(you have certification)
+Reduces wastage, as the proactive focus aims to stop errors occurring before the good or service is produced.
Quality assurance characteristics
-Quality assurance usually involves an external organisation
-For example, SAI Global is the body that issues the International Organisation for Standardisation(ISO) certification and is invited into the business to access the processes of the business against its predetermined standards.
-Complying with the standards is the objective, and by doing so, the business receives certification which it can then use to promote to customers.
-This thereby ‘assures’ its customers and stakeholders of a certain standard of quality.
What are the three key principles behind TQM:
1)Striving for continuous improvement===(Idea being that you never settle on your laurels, that you are continually aiming for zero defects.)
2)Customer focus===(looking at what the customer needs. This is not only the end customer, which in this case would be a car, and me as a car driver, which should be external. But also if you’re at this stage of the production line, it’s making sure that your customer down the production line equally gets a good quality product with zero defects.)
3)Employee participation===(AKA=quality circles, gets teams of workers together, where they will talk about the production process, its problems, and try to resolve them themselves, because they are the people working at that position of the production line.)
Extra=
Quality circles(n.)=are small groups of employees who meet to discuss and create solutions to problems related to quality
- Customer focus involves identifying and fulfilling the customers’ exact needs and wants
through a business’s goods or services. - Continuous improvement involves engaging in the process of constantly evaluating
business processes and identifying methods to achieve a higher standard. - Employee empowerment involves fostering teamwork and employee participation within the
business environment to ensure employees are involved in developing solutions to improve
quality. This can be achieved using quality circles where employees initiate and share ideas
to improve quality.
