Quality

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  • Created by: Howzat
  • Created on: 23-03-18 12:31

How can quality be measured?

Aesthetics- physical appearance 

Features- physical attributes 

Core aspects- basic abilities 

Actual aspects- added extras

Augmented aspects- support features such as warranties

Performance- reliability, durability

Intangible aspects- non physical attributes such as brand name and reputation

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How can services be measured?

Friendliness of staff

Speed of service

Efficiency of staff

Staff Knowledge 

Cleanliness of facilities 

Appearance of the environment

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Why is Quality important?

  • Can help achieve lower unit costs-

Less waste 

  • Positive image to consumer-

Reputation 

Positive word of mouth

USP

Pricing 

Improved competitiveness

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Methods of improving quality

Training and motivating staff 

Using customers expectations

Using technology (capital intensive)

Working closely with suppliers

Quality systems such as:

Quality control

Quality assurance

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What is quality control?

The checking of a good or service before it is delivered to a customer. This would be at the end of the process. 

Examples

Head chef inspects a meal on a plate before it leaves the kitchen 

Quality inspector tests a product at the end of the production line 

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Quality Control Pros and Cons

Pros:

  • Quality can be monitored 
  • Stops faulty products from reaching the customer
  • Common problems can be identified
  • Inspector takes responsibility 
  • Often a robust system

Cons:

  • Takes responsibility away from operatives
  • Requiers specialist/ additional personnel 
  • Problems only identified at the end of process 
  • Waste levels may be high. 
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What is quality assurance?

The checking of a product or service at each stange of the production. 

Relies on self checking

Great examples of this would be a sauce chef tasting the sauce before it is passed on to the chef in charge of the dish. 

Often completed in a clear process with individual steps. 

Most frequently adapted system is Total Quality Management (TQM).

TQM is a system management that focuses on the aim that everyone involved in the process must be committed to providing high quality standards of work at every stange of the production process. 

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Pros and Cons of Quality Assurance

Pros:

  • Increases motivation of employees 
  • Clear system- Ourput per worker will increase 
  • Increase in efficiency- Less defects- Encourages 0 defects (aim for businesses).
  • Leads to waste levels decreasing which then leads to a decrease in unit costs meaning an increase in profit margins. 
  • Labour productivity increases and therefore will keep experienced workers.
  • The overall business reputation will improve. 

Cons:

  • An increase in training will be required meaning an increase in costs. 
  • Got to have experienced workers.
  • Can be time consuming.
  • Could produce higher costs. 
  • May demotivate workers who are under pressure to maintain high quality. 
  • Expensive processes.
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Total Quality Management (TQM)

TQM sees quality as the responsibility of all employees. 

Each employee is a link in the chain and treats the next link as if they were an external customer. 

Only will pass the product on if it is 100% correct. Must get it right the first time.

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