3.4.4 Improving quality

• Quality means a product or service is of good quality if it meets the needs and expectations of the customer or consumer
• How do customers define quality?

  Performance

  Appearance

  Availability & delivery

  Reliability/durability

  Price/value for money
• What are the methods of improving quality?

  • total quality management
  • quality control
  • quality assurance
  • train and motivate staff
• What is quality control?


  Based on inspection, takes time to remove defects from the production line. The checking of a good or service before it is delivered to a customer.
• What are the positives of quality control?


  Monitors quality

  High levels of reassurance

  Inspector takes responsibility
• What are the negatives of quality control?


  high waste levels

  extra staff costs

  problems only found at the end
• What is quality assurance?


  Based on processes, building quality into the product, ensures the process of production is meeting the requirements of customers

  Everyone checks their stage before passing it on to the next stage
• What are the positives of quality assurance?


  spots faults early

  aims to achieve objective of 0 defects

  ensures clear systems
• What are the negatives of quality assurance?


  requires staff training and commitment

  opportunity cost to managers

  can slow down labour productivity
• What is total quality management?


  TQM sees quality as the responsibility of ALL employees

  Each employee will treat each other if they were the external customer

  Get it right the first time
• What is Philip Cosby's four absolutes of quality?


  1. quality is defined as confirmation of the customer's requirements
  2. the system for improving quality is the prevention
  3. the performance standard is 0 defects
  4. the measurement of quality is the price of non-conformance
• Benefits of improving quality to a business?

  • motivates responsible workers
  • lowers unit cost
  • better market position
  • better reputation
  • can market as a USP
  • enhanced reputation
  • competitive advantage
• Negatives of improving quality to a business?

  • costs increase
  • pressure on staff
  • toxic work environment
  • reluctance if employees to adapt to change or take on additional responsibility
  • reliance on suppliers quality
  • requires finance for investment