Quality Of Performance Flashcards
(43 cards)
1
Q
List quality concepts
A
- quality
- quality control
- quality assurance
- quality management
- quality performance
- quality manager systems
2
Q
Meaning of quality
A
- ability of good or service to satisfy need
- degree or standard of excellence, especially a high standard
- efficiency of services and ability to provide effective outcome without too many delays
- measured against specific criteria:
• physical appearance
• reliability
• durability
• sustainability
• after-sales service
3
Q
Meaning of quality control
A
- inspection of final product to ensure it meets required standards
- checking raw materials, employees, machinery, workmanship, production to ensure high quality standards are maintained
- includes setting targets, measuring performance, taking corrective measures
4
Q
Meaning of quality assurance
A
- checks carried out during and after production process
- ensure required standards have been met at every stage of process
- processes put in place to ensure quality of products, services and systems adhere to pre-set standards with minimal defects
- ensure every process is aimed to get product right the first time and prevent mistakes
5
Q
Meaning of quality management
A
- tools and systems used to design and improve quality of product
- process of managing all activities needed to ensure business produces goods and services of a consistently high standard
- can be used for accountability within each function
- aims to ensure quality of goods and services is consistent
6
Q
Meaning of quality performance
A
- total performance of each department measured against specified standards
- obtained if all departments work together towards same quality standards
- quality is measured through physical product, statistical output of processes, surveys of users, buyers of goods and services
7
Q
Meaning of quality management systems
A
- framework business uses to manage key processes to ensure it maintains certain standards
8
Q
Difference between quality control and assurance
A
- quality control is the inspection of the final product to ensure that it meets the required standards, which quality assurance is inspection that is carried out during and after the production process to ensure required standards have been met at every stage of the process
- quality control includes setting targets, measuring performance and taking corrective measures, while quality assurance ensures that every process is aimed at getting the product right the first time and prevents mistakes
9
Q
Difference between quality performance and management
A
- quality performance is the total performance of each department measured against specified standards, while quality management is the tools and systems used to design and improve product quality
- quality performance is obtained if all departments work together towards the same quality standards, while quality management is used for accountability within each business function
10
Q
Benefits of a good quality management system
A
- improve business image as there are fewer faulty products and returns
- competitive advantage over competitors
- increased market share and profitability may result in business growth
- vision and mission may be achieved
11
Q
Quality indicators in the financial function
A
- obtain capital from most reliable sources
- negotiate better interest rates to keep cost down
- draw up accurate financial statements regularly
- analyse strategies to increase profitability
12
Q
Quality indicators of purchasing function
A
- business buys products in bulk to lower prices
- maintain optimum stock levels to avoid overstocking
- monitor and report on minimum stock levels to avoid stock-outs
- ensure there’s no break in production due to stock shortages
13
Q
Quality indicators of production function
A
- select appropriate production system
- utilise machines and equipment optimally
- accurately calculate production costs
- empower workers so they can take pride in workmanship
14
Q
Quality indicators of marketing function
A
- using pricing techniques to ensure competitive advantage
- differentiate products to attract more customers
- increase market share
- constantly review value issues
15
Q
Quality indicators of administration function
A
- fast, reliable data capturing and processing systems
- use modern technology efficiently
- information should be easily accessible
- handle complaints quickly and effectively
16
Q
Quality indicators of PR function
A
- dealing quickly with negative publicity
- providing regular positive press releases
- implement sustainable CSI programmes
- compliance with recent legislation
17
Q
Quality indicators of HR function
A
- effective recruitment to attract best candidate
- fair and equitable selection process
- good relationship with employees
- employee retention and training
18
Q
Quality indicators of GM function
A
- develop, implement, monitor effective strategic plans
- effectively communicate shared vision, mission, values
- set direction and establish priorities for business
- ensure business meets goals
19
Q
Meaning of TQM
A
- integrated system applied throughout organisation which helps to produce quality products and services to customers
- management ensures that each employee is responsible for quality of work
- thought revolution in management where entire business is operated with customer orientation in all business activities
- TQM enables business to continuously improve on delivery of products and services to satisfy customer needs
20
Q
Meaning of continuous skills development
A
- employees who lack skills should be trained in line with job descriptions
- regularly evaluate effectiveness of training
- suitable induction programmes that promote quality should be implemented
- quality guidelines for managers should be used to monitor continuous skills development
21
Q
Advantages of continuous skills development
A
- ability to afford specialised employees
- large businesses have HR department dedicated to skills training and development
- may be able to hire qualified trainers to train employees on regular basis
- HR experts ensure training programmes are relevant to increased customer satisfaction
22
Q
Disadvantages of continuous skills development
A
- poor communication systems in large businesses may prevent effective training
- difficult to monitor effectiveness of training
- demotivates employees if they don’t receive recognition for training
- trained employees may leave for better jobs after they gained more skills
23
Q
Meaning of total customer satisfaction
A
- business should understand current and future customer needs
- customers are satisfied if products and services meet needs, wants, expectations
- quality products and services satisfy needs and expectations
- business needs to implement efficient, friendly customer services and customer care systems
24
Q
Disadvantages of total customer satisfaction
A
- not all employees may be committed to total customer satisfaction
- employees who seldom encounter customers may not have a clear idea of what will satisfy their needs
- monopolistic businesses have increased bargaining power so they don’t necessarily have to please customers
25
Meaning of continuous improvement to processes and systems
- employees need to understand operating systems and service delivery system
- encourage teamwork and delegate responsibilities
- identify problem areas of business
- give details and specific instructions on improvement of systems and processes
26
Advantages of continuous improvement of processes and systems
- large businesses have more resources to check on quality performance in each unit
- enough capital resources are available for new equipment required for processes and systems
- large businesses have a person dedicated to the improvement of processes and systems
- afford to use services of quality circles to stay ahead of competitors
27
Advantages of total customer satisfaction
- lead to increased profitability
- large business uses market research for monitor customer satisfaction
- large businesses gain access to global market
- continuously promote positive business image
28
Disadvantages of continuous improvement of systems and processes
- large scale manufacturing can complicate quality control
- systems and processes take time and effort to be implemented in a large business as communication may delay implementation process
- not all negative feedback from employees and customers I'd accurate, which could result in unnecessary changes to systems and processes
- face risk of changing parts of business that are working well
29
30
Roles of quality circles
- contribute towards improvement and development of organisation
- ensure no duplication of tasks in workplace
- reduce redundancy costs in long run
- increase demands for products and services
31
What does PDCA stand for
- plan
- do
- check
- act
32
How to apply Planning as part of PDCA
- answer questions such as 'what to do and 'how to do it'
- plan new method and approach to improve product quality
33
How to apply Doing as part of PDCA
- business should implement change on small scale
- implement processes and systems as planned
34
How to apply Checking as part of PDCA
- use data to analyse results of change
- check if processes are working effectively
35
How to apply Acting as part of PDCA
- implement improvement to meet needs of business
- devise strategies on how to continually improve
36
Meaning of adequate financing and capacity
- funds should be available for market and product research to gather information on quality improvement
- suitable equipment should be available for testing and maintaining high quality standards
- funds should be used to buy best quality material to prevent faulty products
- funds should be available for regular internal and external testing of products and processes to maintain high quality
37
Advantages of adequate funding and capacity
- large businesses have sufficient financing to test everything before implementing
- able to afford product and market research to gather information
- afford to have systems in place to prevent defects in raw materials
- afford to purchase quality raw materials and equipment
38
Disadvantages of adequate financing and capacity
- if demand for product increases, orders begin coming in faster than expected, and business lacks the capital required to fund the production of stock to fill orders
- rapidly growing businesses can consume large amounts of capital as they try to balance normal operations and expansion
39
Meaning of monitoring and evaluation of quality processes
- monitoring, evaluation systems, and quality assurance processes should be in place to prevent defects and wastage
- allow for quality circles checks and procedures at key production points
40
Advantages of monitoring and evaluating quality processes
- prevent defects and minimise wastage
- allow for quality control checks and procedures at key points
- may be equipped to get things done right first time
- improve performance and maintain high quality standards
41
Disadvantages of monitoring and evaluating quality processes
- not viable to check quality of all products
- takes longer to identify problems or respond to weakness
- large businesses are divided, making communication difficult
42
Impact of TQM if poorly implemented
- setting unrealistic deadlines that may not get achieved
- decrease in sales as returns increase
- decrease in productivity due to stoppages
- employees may be inadequately trained, leading to poor quality products
43
Ways TQM can reduce the cost of quality
- implement proactive maintenance programmes for machinery to reduce breakdowns
- schedule activities to eliminate task duplication
- share responsibility for quality output between management and workers
- work closely with suppliers to improve quality of raw materials
