quality management

Question 1

what is quality?

Answer 1

• the degree of exellence of goods or services and their fitness for a state purpose

Question 2

what are the attributes of quality?

Answer 2

• no defects
• reliable
• easy to use
• well designed
• useful features
• delivered on time

Question 3

what is quality from a business perspective?

Answer 3

• minimise waste/defects
• strictly conform to standards
• reduce variance in final output

Question 4

what is quality control?

Answer 4

• using inspections at different points in production to check for problems and defects.
• it is internal, business sets benchmark

Question 5

what are attributes of QC?

Answer 5

• simple and cheap to implement
• it focuses on the outputs after products have been produced

Question 6

what are advantages and disadvantges of QC?

Answer 6

adv:
- prevents poor quality goods or services reaching consumers
- inexpensive to set up

disadv:
- wasteful, as the rejected products involve raw materials, time and processes
- some poor quality gods may slip through

Question 7

what is quality assurance?

Answer 7

• the use of system so that a business achieves set standards in production. it uses business documents, and records all production processes.
• it is accredited by a third party

Question 7

what are attributes of QA?

Answer 7

• more sophisticated than QC and it is proactive as it focuses on the entire production process, there is usually a quality manager to oversee quality management system

Question 8

what are QA advantages and disadvantages?

Answer 8

adv:
- reduces wastage as it is proactive in stopping errors
- great for marketing

disadv:
- gaining certification can be expensive
- preparing documents is time consuming

Question 9

what is Total Quality Management (TQM)?

Answer 9

• business-wide commitment to excellence that is applied to aspects of the business

Question 10

explain TQM, break it down.

Answer 10

its aim is to create a defect-free production process and it focuses on preventing wuality issues before it occurs. TQm can reduce costs as less defects are produced. therefore increasing effectiveness

Question 11

explain the 4 approaches of TQM:

Answer 11

• QA/QC - already know
• employee empowerment: a quality circle (group of workers) who resolve problems relating to quality
• continous improvement: onoing commitment to achieve perfection
• customer focus: customer ultimately decides on the level of quality, focus on customer

Question 12

what are advantages and disadvantages of TQM?

Answer 12

adv:
- zero defects
- greatly reduces wastage by being proactive
- higher customer satisfaction

disadv:
- requires whol business cultural shift which is time consuming and expensive to implement