Quality methods Flashcards
Quality control
A system where quality is checked at the end of the production process before being passed to retailers or customers.
Quality assurance
Attempts to avoid wastage by checking quality at every stage of the production process.
Quality standards
Quality standards indicate to customers that a product is of a certain level of quality.
Benchmarking
When a business copies the market leader (the best in their industry). This allows the business to understand what similar companies are doing and what standard they themselves should be aiming for in order to remain competitive.
Quality circles
Small groups of workers and managers who meet at regular intervals to discuss improvements which could be made to the production process. Employees experience a feeling of job enrichment as they are encouraged to use their skills,abilities, knowledge and experience in their jobs.
Total quality management
A structured disciplined system of ensuring a perfect product is made every time. All staff involved work on the principle that the next stage of production is the end user. This achieved through continuous improvement (Kaizen), constant checking, regular training and a clear defined quality policy.
Mystery shopper
Employing someone who will pose as a customer and report back to customer service about their experience of the product or service.
Advantages of quality control
Less human resources required as checks are only performed once
Reduces chance of poor quality products reaching end users
Disadvantages of quality control
High levels of waste as any faults are only found at the end of production
Reworking faulty costs time and money
Advantages of quality assurance
Less wastage which in turn will save the company money
Results in zero defect production
Disadvantages of quality assurance
High initial investment in resources and training
Procedure needs to be set up which can be time consuming
Advantages of quality standards
Positive reputation can lead to having a competitive advantage over another business.
Increased consumer confidence as these symbols guarantee quality and safety. May result in customer loyalty and the ability to charge higher prices.
Disadvantages of quality standards
This is a long process that requires a lot of paperwork to be filled in – time consuming.
If these standards aren’t maintained they can be revoked, which may generate bad publicity
Benchmarking
Method of motivating workers performance and showing them ways of making their job easier
Studying competitors can identify opportunities for other functions to be improved – e.g. marketing and promotions
Disadvantages of benchmarking
Difficult to gather information- time consuming
What is best for one organisation might not be suitable for another
