Business - 4.3 Flashcards
(13 cards)
1
Q
quality - definition
A
produce a good or a service which meets customer expectations
2
Q
importance of quality
A
- establish a brand image
- build brand loyalty
- maintain a good reputation
- increase sales
- attract new customers
3
Q
if quality is not maintained …
A
- lose customers to other brands
- have to replace faulty products / repeat a service (raises costs)
- loss customers telling others => bad reputation
4
Q
3 types of ways to achieve quality
A
- quality control
- quality assurance
- total quality management
5
Q
quality control - definition
A
checking for quality at the end of the production process
6
Q
quality control - advantages
A
- eliminate faults or errors before the customer receives the product / service (better customer satisfaction)
- less training is required
7
Q
quality control - disadvantages
A
- inspectors need to be paid (increased cost)
- doesn’t find why the fault occurred (hard to solve problem)
- high costs if products need rework
8
Q
quality assurance - definition
A
- checking for quality standard throughout the production process by employees
9
Q
quality assurance - advantages
A
- eliminates faults / errors at all stages, before moving on
- fewer customer complaints
- reduced costs if products dont need rework
10
Q
quality assurance - disadvantages
A
- expensive to train employees
- relies on employees being committed and maintaining their standareds
11
Q
total quality management (TQM) - definition
A
continuous improvement of products and processes by focusing on quality at each and every stage of production
12
Q
TQM - advantages
A
- becomes a habit for employees
- eliminates all faults & errors before customer receives product / service
- improved brand image, not complaints
- reduced costs for products dont need rework
- waste is removed, efficiency increased
13
Q
TQM - disadvantages
A
- expensive to train all employees to check the product and service
- relies on all employees following TQM ideology
