Quality

Question 1

Quality

Answer 1

Features of a product that allow it to satisfy custimer needs

Question 2

The Importance of Quality

Answer 2

Increased Competition= led to increased quality improvement
Government legislation = to protect consumers
Faulty Products =too costly

Question 3

Total Quality Management (TQM) Features

Answer 3

Quality Chains: every person or department in a production process treats the next person as a customer, ensuring “right first time” quality at each step.

Everyone is involved in department activity, worker are organised to take quality into account at all times.

ZERO DEFECTS POLICY: To ensure every product is free from defects
Customer Focused: committed to cutomers respond to changes quickly.

Question 4

Advanatges of TQM

Answer 4

Focus is on customer needs
Quality improved in all aspects of business
Waste and inefficiencies removed
Helps develop ways of measuring performance
Improves communication and problem-solving

Question 5

Disadvantages of TQM

Answer 5

High training and implementation costs
Will only work if every worker is committed
Maybe bureaucratic (too many docs)
Focus is on process not product

Question 6

Benefits of ISO 9000 certificate

Answer 6

Shows customers that they are taking measures to improve quality
Records and investigates all quality failures and customer complaints
Examines and improves system methods and procedures to lower costs
Motivates staff and encourages them to get things right the first time