QUALITY UNIT 2 TOPIC 2
WHAT IS QUALITY? • Features of a product that satisfy customer requirements. • This means that quality means different things to different people.
TANGIBLE Appearance Reliability Durability Function Suitability After-Sales INTANGIBLE Image Brand Reputation Exclusivity MEASURING QUALITY
QUALITY CONTROL • Quality is checked at the end of the production process. • Any faults are not discovered until the end • Leads to high levels of waste.
QUALITY ASSURANCE • Quality is checked at various stages of the production process. • This leads to less waste. • The production process is looked at to ensure there are no errors.
TOTAL QUALITY MANAGEMENT • Main aim is to “get it right, first time, every time” • This means that the firm wants to produce the perfect product all the time. • TQM does not allow for all errors. • Quality is checked from the supplies the firm gets right through to the final product.
TQM assumes that the next person to get the product is the “customer”, not just the person who buys it.
TQM requires: • An understanding that the needs of the consumer is at the centre • A commitment from everyone • Everyone is involved in setting the standard • Focus on teamwork • View as being long-term • A constant search for improvement • Partnership with suppliers
INTRODUCING TQM • 4 elements • The definition of quality at each stage. • The commitment of all. • A system which can assure quality. • A measure to check quality has been achieved.
BENCHMARKING • Looking at the quality of the firm seen as the best in the market. • Examine their process and procedures and see what they can do to match it. • Aim is to become the market leader.
Benchmarking could also be done internally. One department looking at another to see how to improve.
QUALITY CIRCLES • A group of employees who meet regularly to discuss quality and how to improve it. • No one knows the production process better than those actually doing the job. • This could lead to increased motivation as employees feel valued.
QUALITY STANDARDS • Awards that are given to firms/products to know that the quality has been approved. • This is often done by the British Standards Institute. • They issue the BSI Kitemark or awarding BS5750.
OTHER STANDARDS • ISO9000 – international quality standard • ABTA - travel agents • Wool Marketing Board - woolmark • Investors in People – given to firms who provide training and development to its staff. • Red Lion Mark
OTHER WAYS TO IMPROVE QUALITY • Give staff training. Better trained staff will result in a better quality of product/service. • Get better raw materials, the better the starting elements the better the finished product.