T40- quality management

• What is quality?


  Meeting the needs and expectations of customers.
• why is quality important?

  higher quality can develop a good reputation. this creates a competitive advantage in a highly competitive market.
• What does poor quality lead to?

  • losing customer loyalty and business reputation will be damaged. Customers will move to competing businesses
  • wasted materials For damaged products
• what are quality circles?

  small groups of workers who work in same area of production who meet to regularly to review product problems and find ways to improve.
• what are examples of poor quality?

  • product fails
  • product is delivered late
  • poor instructions
  • bad customer service
• what is quality control?

  Process of ensuring that products or services meet specified standards and customer expectations.
• what is quality assurance?

  built in quality during production to ensure no defected products are made
• what is total quality management?

  1.     Quality chains – as business needs to consider each stage of quality in the supply chain

  2.     Company policy- there must be a company wide quality policy and it must start at the top of the business

  3.     Monitoring & control- regular checks must be made to make sure there’s consistency in delivery of quality products

  4.     Teamwork- TQM involves teamwork. Teams deal and solve problems. It builds trust and moral and improves communication

  5.     Quality circles

  6.     Zero defects- aim to not have any defected products
• T40 Benefits


  Improved quality, reduced defects, improved customer satisfaction, reduced costs
• T40 and Defects Reduction

  Reduces defects and focus on defect prevention
• Improved Quality with T40


  Ensures quality is designed into products and processes
• T40 Cost Savings


  Reduces waste and reduces need for rework and scrap
• T40 and Customer Satisfaction


  Focuses on meeting customer requirements and expectations
• Poor Communication


  Poor or incomplete communication between departments or teams
• Insufficient Training


  Inadequate or insufficient training for employees
• Equipment Maintenance


  Failure to maintain equipment properly
• Human Error


  Mistakes or errors made by employees
• What are advantages of TQM?

  • customers are at heart of production process
  • motivational since workers feel more involved
  • less wasteful
  • elimination of inspection
• what are disadvantages of TQM?

  • requires strong leadership
  • substantial investment in training and support
  • may become bureaucratic
• what is kaizen?

  Approaches to improve management in the past. Attempts of businesses to improve efficiency and quality. Increasing productivity may result from new and improved working practices or new technology. Improvement result from changes in production techniques.
• what is plan, do, check, action?

  • Plan – businesses must identify where improvement is needed. Data must be gathered and used to develop a plan
  • Do – once the plan has been finalised it must be carried out.
  • Check – the next stage in the cycle is to check whether or not there has been an improvement
  • Action – of the plan has been successful, it must be introduced to all parts of business
• what are the competitive advantages from quality?

  A business that supplies a high-quality product or service can gain a competitive advantage. Customers will return and recommend. A business can even use quality to develop a USP. The key is to differentiate this product on the grounds of quality. Increasing quality should also reduce costs. The costs of failure will be reduced.