4.4a Quality / 4.4b Managing Quality Flashcards Preview

Business Studies AS > 4.4a Quality / 4.4b Managing Quality > Flashcards

Flashcards in 4.4a Quality / 4.4b Managing Quality Deck (16):
1

Advantages of better quality

- Customer satisfaction
- Repeat purchases
- Customer recommendation

2

Quality objectives

- Customer satisfaction ratings
- Customer complaints
- Level of product return

3

What is quality management concerned with?

Controlling activities with the aim of ensuring that products and services are fit for their purpose

4

Quality control definition

The process of inspecting products to ensure that they meet the required quality standards

5

When is inspection used in quality control?

- When raw materials are received
- Whilst products are going through production process
- When products are finished

6

Advantages of quality control

- Sub-standard output is spotted before it reaches the customer
- Minimises disruption to production
- Applies a consistent standard to quality

7

Disadvantages of quality control

- Costly
- End of production process is too late

8

Quality assurance definition

Processes that ensure production quality meets the requirements of customers

9

How is quality assurance achieved?

By improving production processes

10

How is quality control achieved?

By sampling and checking

11

Total quality management definition

Management philosophy committed to a focus on continuous improvements of product and services with the involvement of the entire workforce

12

Advantages of TQM

- Motivational
- Less wasteful
- Eliminates inspection cost

13

Disadvantages of TQM

- Requires strong leadership
- Substantial investment in training and support
- Costs may outweigh benefits

14

Costs of improving quality

- New training
- Developing quality systems
- Organising testing
- Employing more inspection staff

15

Poor quality examples

- Product failing
- Product delivered late
- Poor instructions for use
- Unresponsive customer service

16

Costs of poor quality

- Lost customers
- Cost of reworking product
- Costs of replacements
- Wasted materials
- Reputation
- Lower profits

Decks in Business Studies AS Class (72):