Quality

Question 1

What is quality

Answer 1

1 defined by customer
2 fitness for purpose
3 satisfy customer wants

Question 2

What are the benefits of quality

Answer 2

1 increased sales
2 reduced costs
3 reduced waste
4 market orientation
5 customer satisfaction

Question 3

How do achieve quality

Answer 3

In manufacture you have to combine the work of several departments
1 purchasing - ensure quantity and quality of raw materials are available
2 operations - structure and manage manufacturing process
3 finance - ensures capital is available for investment
4 human resources - ensures the right production labour available with right skills
5 marketing - market research info ensures that customer wants are satisfied

Question 4

What is quality assurance

Answer 4

Inspections is carried out during production preventing poor quality goods

Question 5

What are the quality assurance methods

Answer 5

1 recognized standards
2 bench marking
3 product design checking
4 production control
5 team working

Question 6

What is product design checking

Answer 6

As well as monitoring raw materials the design of the product must be checked for quality

Question 7

Describe team working

Answer 7

1 A team is responsible for a production process, eg installing a conservatory
2 Team must check quality of raw materials
3 interact during the process
4 check quality of finished product
5 responsibility lies with the team

Question 8

What is benchmarking

Answer 8

Process of setting tankards of quality and output based on what the best competitor offers

Question 9

What are the stages of benchmarking

Answer 9

1 discover figures from competitor
2 set targets to be achieved in manufacturing process which match those of best competitor
3 methods of production need to be designed which ensure levels of productivity are achieved

Question 10

What is the advantage of benchmarking

Answer 10

Targets are set on the activities of competitors

Question 11

Why do businesses apply recognized standards

Answer 11

Achievement of the standard is an indication of maintained quality

Question 12

What is production control

Answer 12

A method to ensure that standards set and processes designed to meet targets are being used in the workplace

Question 13

What does production control involve

Answer 13

1 monitoring costs through budget analysis
2 control of operations through use of critical path analysis
3 supervision of output
4 feedback methods monitoring customer satisfaction

Question 14

What is quality control

Answer 14

A system to maintain standards in manufacturing by resting a sample of the output against expected standard. The data collected is used to make judgements on action to be taken

Question 15

What is total quality management TQM

Answer 15

A management system that creates structures within an organisation that satisfy customers and suppliers. It crates quality through continuous improvement, development by establishing a culture of quality in the organisation

Question 16

What does T Q M mean

Answer 16

T - total all stakeholders are seen as part of one system

Q - quality - can be speed, constituency, innovation

M - management - need for management to improve processes and continually monitor them to identify improvement opportunities

Question 17

For TQM to be effective what production and control methods need to be used

Answer 17

1 quality chains - next person in the production chain is treated as a customer and their satisfaction is th goal
2 empowerment - giving workers control over tasks completed
3 monitoring - checking standards at each link in the chain
4 team work - sells of production and a team approach
5 quality circles - employee involvement in decision making and product improvement
6 zero defects - attempting the perfect product each time
7 benchmarking - standards based on the best of the ompetitors.