3.3 - Quality Flashcards
1
Q
Total Quality Management
A
An approach to quality in which everyone is focused on preventing errors occuring and ensuring quality at each stage of the production process.
2
Q
Quality
A
The degree of excellence of something
3
Q
How can Businesses measure quality using their customers
A
- Surveys
- Phone Lines
%
4
Q
What are mystery visitors
A
Fake customers who go to a business, and no-one knows who they are, to review the average customer service
5
Q
How can a business use staff to measure quality
A
More quality checks
6
Q
Consequences of quality problems
A
- Customer Dissatisfaction
- Cost of recalling faulty products
- Cost of replacing goods
- Cost of waste
- Costs of goods that are produced that no-one wants
- Cost of legal action if business is sued for poor quality
7
Q
How business maintain consistent quality
A
- Reliable suppliers
- Train staff
- Invest in better eauipment
- Inspect products at early stages of production so that thre are no consistent defects
