Quality

• Quality


  Meeting the needs and expectations of customers
• Advantages of good quality

  • Can charge higher price = more revenue and profits
  • Strengthens brand – increased loyalty and customer satisfaction = increased market share
  • Can give USP
• Quality control


  The process of inspecting products to ensure they meet the required quality standards
• Benefits of quality control

  • Defective products spotted before reaching customer = less refunds = increased reputation = boosted sales
  • Checks occur after production so it doesn't slow production
• Drawbacks of quality control

  • Too late to check errors before product is made = defects have to be destroyed = wasted funds and time
  • Inspectors and surveys = increased costs
  • Less motivational as there is less responsibility
• Quality assurance


  The processes that ensure production quality meets the requirements of the customer
• Benefits of quality assurance

  • Leads to 0 defects = less waste, less production costs = reduce price
  • Customers are assured of quality = loyalty and repeat purchasing so more competitive
  • Less defects overtime = better reputation
  • More motivating as employees responsible
• Quality circles


  Group of workers meeting regularly to solve quality problems identified in the production process
• Quality circles


  • Increased quality and productivity
  • Employees more motivated as they're involved in decision making
  • Promotes team work, developing positive attitudes and good working environment
• Drawbacks of quality circles

  • Employees may not be sure of purpose – not properly trained
  • Participants not always voluntary
  • Requires management support
• TQM


  The continual process of detecting and eliminating errors in the manufacturing process
• Benefits of TQM


  • Improved quality in end product = customer satisfaction = customer loyalty = increased sales and customers become less price sensitive
  • Increased employee motivation = employees feel like they're making a difference = increased productivity
• Drawbacks of TQM


  • Costly for training and funding
  • Takes time to see impact
  • People may resist = demotivated = less productivity
• Kaizen


  Continuously encouraging employees to suggest improvements to the business
• Benefits of Kaizen


  • Small and frequent change is easier to implement = cheaper = less disruptive = easier for employees to understand = less likely to resist = motivational = increased productivity