Quality methods

• Quality Inputs

  • Quality Materials - seeks to ensure that the quality of raw materials being used in the production process is of the standard required.
  • Quality labour - ensures that all staff are trained so they are competent and are all working to the same quality standards.
  • Quality machinery - ensures that equipment and machinery is maintained so that they do not make mistakes affecting quality.
• Quality circles

  • A small groups of employees meet regularly to discuss how to improve methods of working.
  • Systems can be improved based on suggestions from workers doing the job.
  • Employees can feel more empowered and involved.
  • Increases staff motivation and productivity and lowers staff turnover.
  • Improves employee relations.
  • Improves communication between employees and management.
  • Better quality products reduces complaints from customers.
• Continous Improvement

  • The aim of a continuous improvement strategy is to ensure that zero defects reach the customer.
  • Quality management involves everyone in the business working towards the goal of 100% customer satisfaction.
  • It embraces total quality management (TQM) which seeks to get it right first time and having zero defects.
• Benchmarking

  • Identifies best practice in the market (the benchmark).
  • Benchmark standards are then adopted by the organisation.
  • Improves performance and quality if benchmark standards are achieved.
  • Improves quality and makes the organisation more competitive in the market.
  • Minimises the risk of a product failing when launched onto market.
• Quality standards or symbols

  • ‘Quality Standards’ - when the product reaches the required standard it can be awarded a quality logo.
  • ‘CE Marking’ - shows that a product meets EU safety, health or environmental standards and that it complies with EU legislation.
  • ‘BSI Kitemark’ - a quality trade mark which shows that products meet minimum standards of safety and quality.
  • A ‘Trade Logo’ (eg, Fairtrade, Recycling) is an identifiable sign which shows that a product or service conforms to certain standards or identifies them in a specific category.
• Mystery Shopper

  • Mystery shoppers are employed by the company to act as customers.
  • They sample the product or service and report back to the business on their experience.
  • Feedback is used by the company to help improve their service or product.
  • Mystery shoppers do not identify themselves to the company therefore they are gaining an accurate reflection on the service provided to customers.