Quality management 2.4.4

Question 1

What is quality.

Answer 1

The ability of a product or service to meet customer expectations.

Different customer will however have a different perception of quality.

Question 2

Customers interpretation of quality may be influenced by a number of factors including:

Answer 2

• Price
• Brand
• Customers personal expectations and experiences
• Nature of the product of service

Question 3

Quality can be expressed or measured in a number of ways these include:

Answer 3

• Aesthetics
• Features
• Core aspects
• Augmented aspects
• Performance
• Intangible aspects

Question 4

Quality is also important when providing a service, the measures we apply may however be different, these include:

Answer 4

• Friendliness of staff
• Speed of service
• Efficiency of service
• Staff knowledge
• Cleanliness of facilities
• Appearance of environment

Question 5

What are the methods of improving quality?

Answer 5

• Training and motivating employees
• Understanding customers’ expectations
• Using technology
• Working closely with suppliers
• Quality systems:
• Quality control
• Quality assurance
• Quality circles
• Total quality management (TQM)

Question 6

What is a quality control?

Answer 6

A process through which a business seeks to ensure that product quality is maintained or improved. Quality control requires the company to create an environment in which both management and employees strive for perfection.

Question 7

What are the advantages of quality control?

Answer 7

• Quality can be monitored.
• Stops faulty products reaching the customer.
• Common problems can be identified.
• Inspector takes responsibility.
• Often a robust system.

Question 8

What are the disadvantages of quality control?

Answer 8

• Takes responsibility away from operatives.
• Requires specialist / additional personnel.
• Problems only identified at end of process.
• Waste levels may be high.

Question 9

What is quality assurance?

What are the advantages of quality assurance?

Answer 9

The checking of a product or service at each stage of its production e.g. as it travels along a production line.

• Spots any faults early saving resources being wasted at the next stage of the production process.
• Motivates workers who are responsible for ensuring quality standards are met.
• Aims to achieve an objective of zero defects.
• Ensures clear systems are in place.
• Enhances the reputation of the business as less chance of faulty goods reaching the end customer

Question 10

What are the disadvantages of quality assurance?

Answer 10

• Requires staff training and high levels of staff commitment.
• Can slow down the production process and labour productivity leading to higher unit costs.
• May demotivate workers who feel under pressure.
• Opportunity cost of managers time when initially implementing the systems and procedures.

Question 11

What’s total quality management?

Answer 11

TQM sees quality as the responsibility of all employees. Each employee is a link in the chain and treats the next link as if they were an external customer. They will pass the product on only if it is correct

Question 12

What are quality circles?

Answer 12

Are small groups of workers of different levels in the firm who come together to discuss and solve problems in production. Managers, assembly line workers and engineers mix together and everyone’s opinion is valued and respected. Membership of quality circles is voluntary.

Question 13

What are the advantages of quality circles?

Answer 13

• Improved communication.
• Management awareness of employee job-related concerns.
• Personal growth and development.
• Enhanced decision making skills.
• Increased individual power improved motivation.
• Opportunities for recognition of individual improvement.

Question 14

What are the disadvantages of quality circles?

Answer 14

• Lack of management support.
• Time required to implement.
• Failure to hire consultants
• Improper composition of Circles.

Question 15

What is Kaizen?

Answer 15

Kaizen (or ‘continuous improvement’) is an approach of constantly introducing small incremental changes in a business in order to improve quality and/or efficiency.

Question 16

What are the key features of Kaizen?

Answer 16

As the ideas come from the workers themselves, they are less likely to be radically different, and therefore easier to implement.

Small improvements are less likely to require major capital investment than major process changes.

The ideas come from the talents of the existing workforce, as opposed to using R&D, consultants or equipment – any of which could be very expensive.

All employees should continually be seeking ways to improve their own performance.

It helps encourage workers to take ownership for their work, and can help reinforce team working, thereby improving worker motivation.

Question 17

What are the disadvantages of improving quality?

Answer 17

• Demands a Change in Culture.
• Demands Planning, Time and Resources.
• Quality is Expensive.
• Takes Years to Show Results.
• Discourages Creativity.
• Not a Quick-Fix Solution

Question 18

What are the advantages of improving quality?

Answer 18

• Achieve operational objectives
• Gain a competitive advantage
• Reduce unit costs
• Enhanced reputation
• Motivated workforce striving to achieve common goals

Question 19

What is the competitive advantage from quality management?

Answer 19

• Can help achieve lower unit cost
• Less waste
• Positive image to consumer
• Reputation
• Positive word of mouth
• Unique Selling Point
• Pricing decisions
• Motivated workforce