quality management Flashcards
(9 cards)
1
Q
quality meaning
A
meets needs and expectation of customers
2
Q
cost of poor quality
A
lost customers
- wasted materials
- cost of replacements or refunds
3
Q
2 main ways of achieving high quality
A
- quality control
- quality assurance
4
Q
quality control
A
- checking products after production
- pros = faults idenfitifed before getting to customer
cons - adds cost, demotivating for staff
5
Q
quality assurance
A
- focuses on processes not just end product
- checked throughout production processes
- pros
- encourages employees responsibility for qualit y
6
Q
tqm
A
total quality management
- whole business approach to quality - everyone is responsible
- 0 defect culture
- continuous improvement
7
Q
advantages of tqm
A
- motivational , workers feel more involved ,
- long term quality improvement
8
Q
disadvantage of tqm
A
- strong leadership needed , often missing
- may face resistance from employees
- time consuming , costly to implement
9
Q
kaizen
A
- quality assurance
- ## continuous improvement
