2.4.4 Quality

Question 1

what is quality?

Answer 1

the ability of a product or service to meet customers’ expectations

Question 2

how can the quality of goods be measured?

Answer 2

-function
-aesthetics
-time taken to make
-replaceability/ substitutes available
-efficiency
-durability
-augmented aspects e.g. warranty

Question 3

how can the quality of services be measured?

Answer 3

-price
-kindness
-customer service and knowledge
-refundability
-efficiency of service
-appearance of environment
-cleanliness of facilities

Question 4

benefits of good quality?

Answer 4

-improves competitiveness
-repeat customers
-positive reviews and word of mouth recommendations
-achieve lower unit costs - less waste
-lower repair and refund costs, saves money
-adds value to price- inelastic
-improves staff motivation

Question 5

consequences of bad quality

Answer 5

-health or safety problems can lead to lawsuits, fines etc
-costs of repairs and fixing products
-costs of returning
-lower prices are expected
-poor brand image and reputational damage
-lower customer loyalty
-fewer repeat purchases

Question 6

methods of improving quality

Answer 6

-training employees
-motivating employees
-technology
-working with suppliers
-understanding customers’ expectations
-quality systems (control and assurance)

Question 7

what is quality control?

Answer 7

the checking of a good or service before it is delivered to a customer i.e. at the end of the process

Question 8

advantages of quality control

Answer 8

-less time consuming
-cheaper- only need to hire a few specialists
-increases efficiency
-quality is monitored so faulty products do not reach the customer
-inspector takes responsibility for any faulty products reaching customers

Question 9

disadvantages of quality control

Answer 9

-cannot identify the specific stage that the fault is created (only at the end)
-faults cannot be fixed at the end- passed down production line again
-wasted value is added onto faulty products as it completes the full production process
-in mass production industries only a sample may be checked on behalf of the batch
-requires additional personal/ specialist

Question 10

what is quality assurance?

Answer 10

the checking of a product or service at each stage of its production e.g. as it travels along a production line
-relies upon self-checking

Question 11

advantages of quality assurance

Answer 11

-identify the specific stage that the fault was made/ causation
-identify who is responsible for the fault
-competitive advantage in comparison to QC firms
-monitors quality- keeping strong reputation and brand loyalty
-higher staff motivation as they feel empowered and responsible

Question 12

disadvantages of quality assurance

Answer 12

-time inefficient as workers have to spend more time checking than making
-costly (workers may want higher wages for extra responsibility and work)
-workers need to be trained and specialist enough to carry out the checks

Question 13

what is TQM?

Answer 13

total quality management
-the responsibility of all employees
-pass the product on only if it is correct

a management approach which focuses on quality and aims to improve the efficiency and competitiveness of the business

Question 14

name the main principles in TQM

Answer 14

prevention
zero defects- staff pressure or motivation?
getting things right the first time
quality involves everyone- all business departments
continuous improvement (kaizen)
employee involvement- spotting opportunities for quality improvements and identifying quality problems

Question 15

what is a crucial part of TQM for employees?

Answer 15

empowerment

Question 16

why is empowerment a crucial part of TQM?

Answer 16

management need to give employees a say in the production process they are involved in, ensure their are no barriers to involvement