2.4.4 QUALITY MANAGEMENT Flashcards
(17 cards)
what is quality
standard of excellence of a product or service based of its ability to meet customer expectations and requirements
what is quality control
making sure the quality of the product meets the specific quality performance criteria
why is poor quality a problem ?
- customer dissatisfaction
- increased returns
- reputation damage
- higher costs
- reduced efficiency
what is quality assurance
systematic process that ensures products or services meet specified quality standards and requirements
what is quality circles
small groups of employees who regularly meet to discuss and solve workplace problems, improve processes, and enhance quality
what is kaizen
approach that implements the principles of continuous improvement within an organization
what is total quality management
management approach focused on improving the quality of products and services through continuous improvement, employee involvement, and customer satisfaction
advantages of quality assurance
- consistency throughout
- prevention of defects
- improves efficiency
- enhances reputation
disadvantages of quality assurance
- increased costs
- time consuming
- can be an overemphasis on processes
- provides a false sense of security
advantages of quality circles
- allows employee involvement
- improves quality
- improves teamwork
- cost saving
- development of skills
disadvantages of quality circles
- can be time consuming
- there’s limited scope
- can be resistance to change
- dependency on participation
- potential for conflict
advantages of kaizen
- continuous improvement
- employee engagement
- cost reduction
- flexibility
- enhanced quality
disadvantages of kaizen
- time consuming
- resistance to change
- limited impact
- requires commitment
- short term focus
advantages of total quality management
- improved quality
- customer satisfaction
- employee involvement
- cost reduction
- enhanced reputation
disadvantages of total quality management
- time consuming
- resistance to change
- requires commitment
- training costs
- focuses on process
how can you gain a competitive advantage from quality management
- improved quality helps increase sales
- can cut costs if faults are identified before the product enters the market
- quality can be your USP
what are the costs of quality
- can be time consuming and expensive
- in the short term productivity is likely to drop as systems are introduced
- training is required to ensure the workforce can implement the new systems (for TQM all staff have to be trained)
