Unit 4.4 - Improving quality Flashcards
1
Q
What is quality?
A
the extent to which an operation meets its customer requirements.
2
Q
What are the 4 stages in the PDCA cycle?
A
- Plan
- Do
- Check
- Act
3
Q
Why is quality important?
A
Reputation Price Customer satisfaction Repeat sales Standards - legislation
4
Q
How can quality be achieved?
A
- Training
- New processes
- Understanding customer requirements
- Investment in technology
- Selecting the right partners
5
Q
What are the two ways of checking quality?
A
- Total quality management
- Quality control
6
Q
What is total quality management?
A
Checking the quality of the products after every stage of the production process
7
Q
What is quality control?
A
Checking the quality at the end
8
Q
What is a theory x employee?
A
This assumes that employees are naturally unmotivated and dislike working.
9
Q
What is a theory Y employee?
A
Theory Y managers have an optimistic, positive opinion of their people, and they use a decentralized, participative management style.
10
Q
What are the benefits of improving quality?
A
Reputation Price Customer satisfaction Repeat sales Standards - legislation Competitive Reliable Brand image Goodwill through word of mouth
