quality management
- Created by: Hetal M
- Created on: 01-05-17 18:51
View mindmap
- Quality management
- what is quality
- meeting the needs and expectations of customers
- good design
- good functionality
- reliable
- consistency
- durable
- value for money
- customer has to satisfied that the price reflects the quality
- importance of quality
- customer loyalty - make repeat purchases and recommend products to others
- strong brand reputation for quality
- retailers and distributors will want to stock it
- better value for money = more price inelastic = will be bought even when price changes
- fewer returns = fewer costs
- costs of poor quality
- product fails - wear and tear, unexpected breakdown
- doesn't perform as promised - not doing as its meant to
- product delivered late
- poor instructions making the use of a product difficult
- unresponsive customer service
- poor quality = additional costs
- loss of customers
- replacement and refund costs
- wasted materials
- benefits of improved quality
- improved image and reputation
- higher demand = greater production = lower unit costs
- fewer complaints
- higher selling price = higher profits
- key to competitivness
- similar price but better quality = likely win
- used as differentiation of products
- measuring quality
- tangible
- reliability
- function and features
- standards
- costs of ownership - e.g. repairs
- can be changed for its quality and looks
- intangible
- brand image
- exclusivness
- market reputation
- something that cant be changed
- tangible
- quality control
- process of checking products to make sure they meet the required quality standards
- main objective = reach the standard for themselves - within the business standards
- SPC - statistical process control
- continuous monitoring of the process while its operating
- prevents faulty products reaching customers
- one professional examining it all
- individuals not taking reponsibilty
- rejected product = expensive = materials wasted
- high defect levels = profitability suffers - need to find source of problem
- quality assurance
- process of making sure the product reaches the customers standards
- right first time approach (aka zero defect) = prevent mistakes ever happening
- self checking = workers
- costs reduced = less wastage
- improve workers motivation = gain recognition
- TQM = total quality management
- aiming to develop quality culture throughout the firm
- quality chains = right first time approach
- what is quality
Comments
No comments have yet been made