Quality

Question 1

What is quality?

Answer 1

meets requirements and meets customer expectations
fit for intended use
cost effective
delivered on time

Question 2

What is TQM?

Answer 2

the continual process of preventing mistakes in manufacturing rather than fixing them later

Question 3

How do we measure quality?

Answer 3

Customers - customers complete a survey
mystery visitors - employ mystery visitors to use product in secret and test the quality
staff - can be asked to check quality of work

Question 4

Consequences of bad quality

Answer 4

customer dissatisfaction
cost of recalling faulty products
cost of replacing goods
cost of waste
costs of goods produced that no one wants
cost of legal action if sued for poor quality

Question 5

Benefits of good quality

Answer 5

customers are more likely to come back
avoiding mistakes saves money
may improve brand and reputation

Question 6

Cost of maintaining good quality

Answer 6

cost of inspection and checking
cost of training staff to check their own quality
cost of selecting better suppliers