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Chapter 19 - Achieving Quality Production (Quality (Having good quality…
Chapter 19 - Achieving Quality Production
Quality
To produce a good or a service which meets customer expectations.
Having good quality ensures that the business:
establishes a brand image
builds brand loyalty
will maintain a good reputation
will help to increase sales
attracts new customers
If quality is not maintained, the business will:
lose customers to other brands
have to replace faulty products or repeat poor service which raises costs for the business
have customers who tell other people about their experiences and this may give business a bad reputation leading to lower sales and profits
Quality Control
The checking for quality at the end of the production process. Whether it is the production of a product or service.
Advantages
tries to eliminate faults or errors before the customer receives the product or service
less training required for the workers
Disadvantages
expensive as employees need to be paid to check the product or service
identifies the fault but doesn't find why the fault has occurred and therefore is difficult to remove the problem
increased costs if products have to be scrapped or reworked or service repeated
Quality Assurance
The checking for the quality standards throughout the production process, whether it is the production of a product or service.
Advantages
tries to eliminate faults or errors before the customer receives the product or service
fewer customer complaints
reduced costs if products do not have to be scrapped or reworked or service repeated
Disadvantages
expensive to train employees to check the product or service
relies on employees following instructions of standard set
Total Quality Management (TQM)
The continuous improvement of products and processes by focusing on quality at each stage of production.
Advantages
quality is built into every part of the production of a product or service and becomes central to the ethos of all employees
eliminates all faults or errors before the customer receives the product or service as it has a 'right first time' approach
no customer complaints and so brand image is improved - leading to higher sales
reduced costs as products do not have to be scrapped or reworked or service repeated
waste is removed and efficiency increases
Disadvantages
expensive to train employees to check the product or service
relies on employees following TQM ideology
1)
Quality Control
:
Inspectors
checking finished goods.
Detection
of components or products that are faulty.
Involves
considerable waste.
2)
Quality Assurance
:
Inspection
during and after production.
Aim
is to stop faults from happening.
Aim
is to ensure products attain a pre-set standard.
Team
working and responsibility.
3)
TQM
:
Encourages
everyone to think about quality.
Quality
is the aim for all staff.
Customers'
needs are paramount.
How can a customer be assured of a quality product or service?
They can look for a
quality mark
associated with the product or service. The business can apply this quality mark and they will have to follow certain rules to keep this quality mark.
Examples: ISO (International Organisation for Standardization) which grants a business the right to use an ISO number in its literature and advertising
Having a
good reputation and recommendations
by satisfied customers allows them to show they provide good service and they can keep usual customers as well as gain new ones.
Example: TripAdvisor gives either a positive or a bad review on a business. Bad reviews will cause them to lose potential customers as well as the dissatisfied customer who posted the review.