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29 Cards in this Set
- Front
- Back
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Total quality management |
Developing a quality culture within an organization so that everyone inside the organization sees themselves as having a responsibility for satisfying customers and for making improvements to quality. Culture of quality; every employee seeks to delight consumers |
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Fitness for purpose |
When a good or service does what a customer wants it to do |
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Dimensions of Quality |
- performance -features -reliability -conformance -durability -serviceability -aesthetics -perception |
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Performance |
How affectively the the product achieves it's functions |
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Features |
Additional benefits / secondary items which will enhance appeal to consumers |
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Reliability |
The extent to which the product continues to deliver expected performance |
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Conformance |
The ability of the product to meet pre established standards, laws and regulations |
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Durability |
How long the product lasts |
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Serviceability |
The ease of getting repairs ; speed and the ability to get replacement parts |
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Aesthetics |
Concerned with the look,feel,sound tastes and appearance of the product. |
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Perception |
The customer's opinion of the product or brand. It is more concerned with the image of the product and the firm as well as consumer ratings. |
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importance of tqm |
- allows firms to compete more effectively in a globalised market in which there are large foreign firms that produce high quality products -paying attention to quality improves the image of the firm |
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reasons for defective products |
-poor quality raw materials - defective or outdated machinery -dissatisfied workers who are distracted from paying attention to quality -insufficient funds/ limited budget for quality control -poor packaging that does not safeguard the product during handling and shipping |
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TECHNIQUES FOR IMPROVING QUALITY 1 ..... |
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Three main stages in the development of quality |
-quality control (QC) - quality assurance (QA) - total quality mnagement (TQM) |
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Quality control |
ensuring that goods meet the requirements of the end user. Focuses on inspection and detection and prevents end of pipeline faults |
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main benefit of quality control |
prevents defective or substandard parts and products from being released at the end of the production pipeline |
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disadvantage |
Quality control involves a layer of cost at the end of the prodcution process since this is where defective products are identified and scrapped |
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Quality assurance |
checking work in progress during the production process and final goods at the end in order to supply goods with zero defects |
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benefit |
faults are cut out at source |
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disadvantage |
training (cost) is required to make sure that all staff can participate in the process |
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kaizen |
continuous improvement |
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quality control focuses on _______ and _______ while quality assurance seeks to prevent _______ and _______. |
inspection and detection errors and faults |
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Techinques for improving quality 2 |
....... |
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Other techniques used to improve quality |
- Quality circles -ISO standards -Benchmarking - Outsourcing |
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Quality Circle |
Work based group (5-15 volunteers) that focuses on practical issues associated with improvement of quality. They use brainstorming, random sampling of product units and cause and effect diagrams in discussions |
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ISO ( International organization for standardization) |
Independent standards set by international bodies that act to certify that a company is employing quality operational processes |
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Benchmarking |
The continuous process of measuring products,services and practices against the toughest competitors of these companies, reguarded as industry leaders |
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Outsourcing |
Contracting out business processes or manufacture of products to ouside contractors. Companies need to be careful when outsourcing to ensure that quality is maintained or imprved |
