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
embedded through the culture
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)
