Quality
- Created by: KFisher
- Created on: 15-05-19 15:53
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- Quality
- Meaning - a product that meets a customers requirements
- Measuring quality
- Customers - ask for their feedback
- Mystery visitor - employ people to secretly test the quality of the service
- Staff - can be asked to check their work to prevent mistakes
- Consequences of poor quality
- Customer dissatisfaction
- Cost of recalling faulty products
- Cost of waste
- Cost of legal action
- Cost of replacing goods
- Ways to maintain consistent quality
- Reliable suppliers
- Trained staff
- TQM
- Involve staff e.g. Kaizen
- Costs of improving quality
- Cost of inspection and checking
- Cost of training staff
- Cost of selecting better suppliers
- Benefits of maintaining quality
- Repeat business
- Avoidung mistakes saves money
- Charger higher prices
- May improve brand
- TQM
- An approach to quality which everyone is focused on preventing errors occurring and ensuring quality at each stage of production
- Zero defects
- Everyone in the business needs to have clear targets with training and the resources to meet them
- Not all employees will like the added responsibility TQM brings
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