Appearance, reliability, durability, functions, after sales service, repair and maintenance needs.
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Intangible measures of quality?
Brand image, exclusiveness, reputation and treatment of staff or the enviorment.
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Importance and benefits of quality to a business?
Gaining a competitive advantage, creating a USP, impact on sales volume, impact on selling price, price flexibility, cost reductions, brand loyalty and a firms reputation.
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Methods of improving quality?
Quality control (uses inspection as a way of finding any faults in the goods or services being provided). Quality Assurance (aims to achieve or improve quality by organising every process to get the product 'right first time' and prevent mistakes).
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Define quality system
Approach used by an organisation to achieve quality. Most quality system,s can be classified as either quality control or quality assurance.
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Benefits and drawbacks of Quality Control
A-Prevents a defective product reaching the market, more secure system than one that trusts every individual. D-Inepection teams are expensive, demotivates staff if they don't have responsibility&doesn't encourage them to improve their quality.
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Benefits of Quality Assurance
A-Sense of ownership of the products rests with the workers, costs are reduced, all staff are responsible so there should be higher consistency, they also will reject any partially completed items that they received from the previous person.
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Difficulties of improving quality?
Many quality systems can be expensive due to training and developing the methods etc, many quality systems give greater responsiblity to workers who could be unreliable, resistance to change may be an element of the companies culture, time consuming.
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Consequences of poor quality
Reputation, lower sales volume, lower price, lower profits, waste/less productive use of assets, increased costs.
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Other cards in this set
Card 2
Front
Intangible measures of quality?
Back
Brand image, exclusiveness, reputation and treatment of staff or the enviorment.
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