2.4.4 Quality Management

• Quality management is the set of activities and processes undertaken by a business to ensure that its products and services consistently meet or exceed customer expectations and comply with relevant standards
• What is the primary goal of quality assurance in quality management?

  Prevent defects
• Quality control involves proactive processes to prevent defects from occurring.

  False
• Continuous improvement in quality management focuses on ongoing efforts to enhance processes and customer satisfaction
• Order the three main methods of quality management.

  1️⃣ Quality Assurance

  2️⃣ Quality Control

  3️⃣ Continuous Improvement
• Match the quality management method with its description:

  Quality Assurance ↔️ Prevents defects by ensuring processes meet standards

  Quality Control ↔️ Identifies and corrects defects after production

  Continuous Improvement ↔️ Enhances processes to meet changing needs
• Quality control is reactive because it identifies and corrects defects after production
• What is a disadvantage of continuous improvement in quality management?

  Time-consuming
• What are the four categories of quality costs?

  Prevention, appraisal, internal failure, external failure
• Prevention costs are expenses incurred to prevent defects
• Appraisal costs include expenses for employee training and quality planning.

  False
• What is the primary consequence of external failure costs for a business?

  Damage to brand reputation
• High-quality management improves customer satisfaction
• A competitive advantage can be gained through superior quality management.
• What are the three activities involved in quality assurance systems?

  Establishing standards, training, audits
• Quality control maintains product integrity by identifying and fixing problems
• What are examples of prevention costs in quality management?

  Employee training, process improvement
• Match the quality control tool with its description:

  Checklists ↔️ Verify key steps are followed

  Control Charts ↔️ Monitor process stability over time

  Pareto Charts ↔️ Prioritize causes of defects
• A retail business might use a Pareto chart to identify the most common reasons for customer complaints
• ISO 9001 is a widely recognized quality assurance standard.
• What are the three proactive measures involved in quality assurance systems?

  Standards, training, audits
• ISO 9001 is a widely recognized quality assurance standard
• Order the key principles of TQM according to their logical sequence:

  1️⃣ Customer focus

  2️⃣ Continuous improvement

  3️⃣ Employee involvement

  4️⃣ Process approach

  5️⃣ Fact-based decision making
• Implementing Kaizen or Six Sigma is an activity associated with the continuous improvement principle of TQM.
• What are the four key benefits of TQM?

  Satisfaction, costs, morale, competitiveness
• Toyota implements TQM by focusing on continuous improvement through Kaizen
• Match the component of quality management with its description:

  Quality Assurance ↔️ Proactive planning to prevent defects

  Quality Control ↔️ Reactive checks to identify defects

  Continuous Improvement ↔️ Ongoing efforts to enhance processes
• What are the three main methods of quality management?

  QA, QC, Continuous Improvement
• Continuous improvement requires employee engagement
• Appraisal costs include expenses for inspections, testing, and audits to assess product quality.
• What are the consequences of external failure costs?

  Warranty claims, lawsuits
• Superior quality provides a competitive advantage
• Pareto charts rank causes of defects to prioritize improvement efforts.
• What are quality assurance systems designed to ensure?

  Specific standards are met
• ISO 9001 is a widely recognized quality assurance standard.
• Quality assurance systems involve proactive measures like setting standards, training employees, and regular audits
• What is the primary focus of standards in quality assurance systems?

  Quality benchmarks
• Training in quality assurance systems educates employees on quality procedures
• Regular audits in quality assurance systems ensure compliance with established standards.
• What are the benefits of implementing quality assurance systems?

  Improved customer satisfaction