quality

• Who stated that 'quality is defined by the customer'?

  1. Edwards Deming
• How do customers influence the definition of quality?

  They require specifications and comfort levels
• What does Dell's mission statement emphasize about customer experience?

  Customers must be pleased, not just satisfied
• What is a simple definition of quality?

  Fitness for purpose
• What is another way to define quality in products or services?

  Features that satisfy customers' wants
• Why is the concept of quality becoming more important for businesses?

  Due to increased competition in the marketplace
• What are the benefits of quality in business?

  • Market orientation
  • Reduced waste
  • Reduced costs
  • Increased sales
  • Customer satisfaction
• What is a complex task for large companies regarding quality?

  Combining work from several functional departments
• Which department ensures the right quality of raw materials?

  Purchasing
• What is the role of the Operations department in achieving quality?

  Structuring and managing the manufacturing process
• What does the Finance department ensure for quality achievement?

  Capital is available for investment
• What is the role of Human Resources in achieving quality?

  Providing labor with the right skills
• What does the Marketing department provide for quality achievement?

  Market research information
• What is the view of world-class manufacturers regarding quality?

  Quality must be 'built in'
• What is emphasized in quality assurance during production?

  Preventing poor quality products
• What are the methods of quality assurance?

  • Team working
  • Recognised standards
  • Benchmarking
  • Product design checking
• What is the role of a team in quality assurance?

  Responsible for checking quality throughout production
• How does teamwork contribute to quality?

  Builds trust and improves communication
• What must be checked in addition to raw materials for quality?

  The total design of the product
• What was the issue with the Mercedes A Class?

  Failed to reach independent test standards
• What was the problem with Persil Power washing powder?

  It shredded and dissolved clothes
• What is the purpose of benchmarking?

  Setting standards based on competitors' best practices
• What is the first stage in the benchmarking process?

  Discovering competitors' appropriate figures
• What is the second stage in the benchmarking process?

  Setting new targets to match competitors
• What is crucial for successful benchmarking?

  Commitment from the whole workforce
• What is a benefit of benchmarking?

  Increases focus on the market
• What is ISO 9000?

  A standard for quality management
• What does achieving ISO 9000 indicate?

  Achievement and maintenance of quality
• What is a criticism of using recognised standards like ISO 9000?

  Low target levels may not guarantee quality
• What is production control?

  Ensuring standards and processes are used
• What does production control involve?

  Monitoring costs and operations
• How has production control spread to service industries?

  Through call centres managing customer enquiries
• What is quality control?

  Maintaining standards by testing output samples
• What happens if quality standards are not achieved?

  Defective units must be repaired or rejected
• What is Total Quality Management (TQM)?

  An operations management system for quality
• What does 'Total' in TQM refer to?

  Integration of all stakeholders in quality
• What does 'Quality' in TQM encompass?

  Speed, consistency, and innovation
• What does 'Management' in TQM emphasize?

  Improving and monitoring processes continually
• What is necessary for TQM to be effective?

  Use of production management and control methods
• What is the role of quality chains in TQM?

  Involves internal customers in production processes