3F - Quality Strategies

Question 1

Quality

Answer 1

Is a good or service’s ability to satisfy a customer’s need

Question 2

Quality control

Answer 2

Involves inspecting a product at various stages of the production process, to ensure it meets designated standards, and discarding those that are unsatisfactory

Steps:
- Standards of quality are established
- Inspections are regularly conducted
- A good or service is compared against set standards
- A good or service is removed if it doesn’t meet the set standard
- The cause of the error is fixed to prevent further errors

Add:
- Ensures products meet the desired standards before making it to the customers
- Can reduce wastage as errors are identified
- Improves customer satisfaction

Diss:
- Constant checks can slow production
- May be expensive if extra employees need to be employed to perform the checks
- Can be deemed reactive as defects are identified rather than proactively looking to prevent them from the outset

Question 3

Quality assurance

Answer 3

Involves a business achieving a certified standard of quality in its production after an independent body assesses its operations system

Add:
- Improved quality of the end products being produced
- A proactive approach that reduces the chances of errors actually occurring, leading to greater efficiency
- Provides customers with assurance that the products of good quality by meeting an independent standard

Diss:
- Can be costly to obtain certification
- It takes time to train employees in the new standards

Question 4

Total Quality Management

Answer 4

TQM is a holistic approach whereby all employees are committed to continuously improving the business’s operations system to enhance quality for customers

3 key principles:
- Customer focus: Meeting and exceeding customer expectations
- Continuous improvement: Constantly evaluating and refining processes
- Employee empowerment: Involving staff in problem solving, often through quality circles

Advantages:
- Employees are empowered to find new ways to achieve quality, which can improve morale within the business
- The quality of the products is continuously improving, helping to achieve a competitive advantage

Disadvantages:
- Employees may become more focused on improving quality than performing work
- It can be difficult to gain a business-wide commitment from all employees
- Quality circles can be time-consuming