4.4 Improving quality

Question 1

What is needed for a quality operations process?

Answer 1

• > clear targets - set to meet customer requirements
• > systems to achieve these targets
• > training so employees have the right skills
• > ongoing measurement of what is achieved relative to targets
• > action to be taken if performance does not meet the targets

Question 2

process of improving quality:

Answer 2

Plan -> Do -> Check -> Act

Question 3

Why is quality so important?

Answer 3

Reputation
Price
Customer satisfaction
Repeat sales
Standards - legislation (laws)

Question 4

How can quality be achieved?

Answer 4

• understanding customer requirements
• selecting the right partners
• investment in technology
• training
• new processes

Question 5

define: quality control

Answer 5

checking the final product to ensure it is not faulty

Question 6

define: total quality management

Answer 6

checking the product after every stage of production to ensure it is not faulty

Question 7

Theory X

Answer 7

assumes employees are naturally unmotivated + dislike working

• encourages an authoritarian style of management. According to this view, management must actively intervene to get things done.
• managers and supervisors required at every step to control workers
• little delegation of authority + control remains firmly centralised.

Question 8

Theory X style of management assumes that workers:

Answer 8

• Dislike working
• Avoid responsibility and need to be directed
• Have to be controlled, forced, and threatened to deliver what’s needed
• Need to be supervised at every step, with controls put in place
• Need to be enticed to produce results; otherwise they have no ambition or incentive to work

Question 9

Theory Y

Answer 9

• Workers are self motivated and enjoy the challenge of work
• Managers may be happy to take a collaborative approach
• Allows them to work on own accord
• Gives responsibility and motivates them further

Question 10

What are the difficulties for workers when improving quality?

Answer 10

• Rest on their success, don’t push for higher targets, may see it as a criticism
• Extra work - may want higher wages
• Unwilling to suggest improvements - above their pay grade
• Unwilling to carry out the check due to paperwork and increased workload