Quality Management

• Quality Control

  System to ensure a final good meets a certain level of quality

  + Avoid selling goods with defect - defects down - wastage down - lower refunds/costs - competitiveness rises - sales rise

  +QC checks occur after product is made so doesn’t slow down production

  -inspections, mystery guests cost money

  -checks occur after but could be internal problems

  -don’t gain theoretical motivational gains that QA might have
• Quality Assurance 


  Systems are used to prevent defects occurring during production process

  +defects down - waste down - production costs down - price down - more competitiveness

  +QA - design - involved/responsible - higher motivation

  + lower defects over time - higher reputation

  -costs go up - need to design process and pay workers to have skills sets to access

  -follow QA process may slow down production process - productivity down

  -resistance? demotivating?
• Total Quality Management 


  Continuous improvements in production process as its customer focussed to reduce waste which reduces cost

  Total - employees in all departments seek to continuously improve production processes

  + reduce waste, eliminate defects

  Quality - employees seek to improve quality for customer , internal and external

  Management- initially top to down approach. need to provide training, targets, funding for machines

  NEED TRUST IN EMPLOYEES
• Total Quality Management 


  +improve quality of end product - high customer satisfaction

  +increase customer loyalty - higher sales - increase price due to high price sensitivity

  +increase employee motivation - they feel they’re making a differenc

  -cost of TQM culture

  -time to see real impact - hard to measure

  -resistance - demotivating