Quality Assurance Flashcards
What is quality assurance?
It’s the monitoring and evaluation of a product or service to ensure that standard of a high quality are being made
Why is quality assurance important?
Prevents mistakes of defects in the businesses products.
Gives the business an advantage over competitors.
It enhances the reputation of the business.
What is emphasis placed on to achieve the customer service excellence standard? (CSES)
Delivery of service.
Whether the service is delivered on time.
Staff attitude.
Level of info available to the customer.
What are the aims of the CSES?
Encourage continuous improvement in the delivery of public service.
Encourage individuals and teams to learn new skills when dealing with customers.
What does ISO 9001 look at?
How the business:
Trains its staff.
Checks that its products or services are of high quality.
Handles mistakes and responds to customers.
Advantages of the ISO 9001award
Greater efficiency and less waste.
Risk management.
Successful working practices.
Increased customer satisfaction.
Disadvantages of ISO 9001
The costs of getting the keeping of the standard.
The time involved in the process.
Difficulty of getting some staff to accept change.
What was the European Foundation for quality management (EFQM) created for?
To encourage European business organisations to improve their standards.
So that European business would be world leaders.
To achieve total advantage over their competitors.
What is the 9 criteria of the EFQM?
Leadership, policy and strategy, people, people results, partnership and resources, processes, customer results, society results and key performance results
What is the Investors in People scheme about?
It’s external assessed.
Resolving all the people issues in the organisation.
Improving the skills levels of all staff.
Supporting the development of everyone working in the organisation.
What are the benefits of quality awards to a business?
Good for the image of the business.
Assures the public that the firms product/service is good quality.
Gives the business an advantage over its competitors.
