Quality

Question 1

Importance of the purchasing department

Answer 1

•to ensure that the purchase of quality and consistency of goods and materials that a business needs to keep the reputation they gained
•specialist purchasing managers can be employed who have qualifications and experience
•can purchase the goods and materials at competitive prices
•advantages of economies of scale- bulk purchasing, management economies
•to ensure they don’t run out of any raw materials
•build up close relationships with suppliers to ensure reliability
•to ensure that too much stock isn’t purchased which reduces waste

Question 2

quality

Answer 2

those features of a product or service that allows it to satisfy customer wants

Question 3

how can they ensure the provision of quality goods and services

Answer 3

•use good quality raw materials that ensure reliability and durability
•keep up to date with any developments in the market
•ensure that staff and sub-contractors are well trained and can carry out tasks effectively
•maintain effective after sales service (delivery, speed of response and availability of parts)
•to maintain the image of their retail outlets and ensure that customers are impressed with the service
•adopt various quality initiatives
•undertake market research on a regular basis to gain customer feedback
•ensure the workforce is well motivated in order that they provide quality workmanship and good customer service

Question 4

benefits of quality

Answer 4

•increased sales
•reduced costs
•reduced waste
•market orientation
•customer satisfaction

Question 5

how do the purchasing department ensure quality

Answer 5

ensure that the right quantity and quality of raw materials or components are available for the production process

Question 6

how do the operations department ensure quality

Answer 6

structuring and managing the manufacturing process

Question 7

how does the finance department ensure quality

Answer 7

ensuring that capital is available for appropriate investment

Question 8

how does the human resources department ensure quality

Answer 8

ensuring that the factor of production labour is available in the right quantities with the right skills

Question 9

how does the marketing department ensure quality

Answer 9

providing market research information in order that customer wants can be satisfied

Question 10

total quality management

Answer 10

an operations management system that creates structures within an organisation that satisfy internal and external customers and suppliers- it creates quality through continuous improvement, development of systems and products and by creating an organisational culture of quality

Question 11

quality assurance methods

Answer 11

•team working
•product design checking
•recognised standards
•benchmarking
•production control

Question 12

team working

Answer 12

a team is responsible for a production process

Question 13

benefits of team working

Answer 13

•the team is empowered to check the quality of raw materials, interact during the installation process and check the quality of the finished product; responsibility lies with the team
•teamwork can build trust and morale whilst improving communication between members

Question 14

benchmarking

Answer 14

imitating the standards of an established leader in quality and attempting to better them; setting competitive performance standards against which performance can be measured

Question 15

quality circles

Answer 15

a discussion group that meets regularly to identify quality problems, consider alternative solutions and recommend a suitable outcome to management, members are drawn from different parts of the business

Question 16

benefits of using quality circles

Answer 16

•they may improve current practices within the business making it more efficient
•introduce ideas that will save the company money or improve sales
•motivates employees by involving them directly in improving the nature of the work they are doing
•may reduce labour turnover

Question 17

product design checking

Answer 17

in addition to monitoring raw materials and components, the total design of the product must also be checked for quality

Question 18

application of recognised standards

Answer 18

the use of recognised standards such as ISO 9000 is widespread amongst businesses- the achievement of these standards is often an indication of achievement and maintenance of quality

Question 19

ISO 9000

Answer 19

supposed to guarantee quality of management of the whole organisation- it depends on proving that quality targets for all parts of the organisation have been met

Question 20

production control

Answer 20

this is the method of ensuring that standards are set, and processes designed to meet these targets, are actually being used in the workplace

Question 21

what does production control involve

Answer 21

•monitoring of costs
•control of operations
•supervision of output
•feedback methods

Question 22

quality control

Answer 22

a system of maintaining standards in manufacturing by testing a sample of the output against expected standards, at the end of production

Question 23

quality chains

Answer 23

trying to get every work group or department to think of those they work for as customers, even if they are fellow employees

Question 24

a company-wide quality policy

Answer 24

it must start at the top with the chief executive and spread throughout the organisation to every employee

Question 25

quality audits

Answer 25

May help trace the source of problems leading to suggestions for improvements

Question 26

Empowerment

Answer 26

Giving employees control over tasks completed

Question 27

Monitoring processes

Answer 27

Using techniques to monitor performance and reduce variability in areas such as variations in products, delivery times, materials, staff performance

Question 28

Consumer view

Answer 28

Being responsive to changes in consumers’ needs and expectations- helps to identify the strengths and weaknesses of a firm’s operations

Question 29

Zero defects

Answer 29

Ensuring that every product that is manufactured is free from defects, which enhances the reputation of the business

Question 30

Training

Answer 30

Improve quality of employee’s performance

Question 31

Kaizen/ continuous improvement

Answer 31

Continually looking for ways to improve the performance of the business and the quality controls methods employed

Question 32

why is the production department the most important

Answer 32

•maintains consistent quality and cleanliness
•producing the correct amount required by customers at the right time is vital as this is a very competitive market
•keeping production costs at a minimum helps the profitability of the business

Question 33

why is marketing department important

Answer 33

promotion above and below the line, market research, raising awareness

Question 34

why is HR important

Answer 34

people are a key asset, training, recruitment and selection

Question 35

Why is distribution department important

Answer 35

Ensuring the product gets to the right place at the right time and in the right condition

Question 36

Why is finance department important

Answer 36

Ensuring that money is managed efficiently and that liquidity is maintained

Question 37

Why is R&D department important

Answer 37

Ensuring that the product portfolio is developed to meet customer needs