1
Q
quality
A
features of a product or service that allow it to satisfy customer needs
2
Q
evaluation of quality control
A
+ defect is more likely to be spotted before it reaches customer
+ customer satisfaction
- does not eliminate waste, only ensures customer gains the right quality
- all staff need to take responsibility which is hard to do
3
Q
evaluation of quality assurance
A
+ lower costs as checking leads to less waste
+ less time spent on reworking products
- staff may not take it seriously and only see it as a tick box exercise
- training is high cost and time consuming
4
Q
evaluation of total quality management
A
+ faults are spotted and resolved quickly
+ teamwork raises motivation
- training staff takes time and money
- benefits are slow to show themselves
5
Q
evaluation of benchmarking
A
+ highlights areas of improvement in quality
+ allows the business to set performance expectation which helps with budgeting
- very difficult to communicate with competitors
- focuses on narrow processes and exclude other factors of success
6
Q
Quality circles definition
A
groups of employees that do similar work which meet together regularly to analyse problems and suggest ways product quality can be improved
