Quality

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  • Created by: konradeke
  • Created on: 29-03-16 11:56
What is quality?
Quality is the ability of a product or service to meet customers expectations
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What factors influence customers interpretation of quality?
Price, Brand, Customer's personal expectations and experiences and Nature of product or service
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How can quality be expressed / measured?
Aesthetics, Features, Core aspects, Actual aspects, Augmented aspects, Performance and intangible aspects
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How could quality be measured when a service is being given?
Friendliness of staff, Speed of service, Efficiency of service, Staff knowlede, Cleanliness of facilities and Appearance of environment
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Why is quality important?
Can help lower unit cost (Less waste), Positive image to consumer, Unique selling point, Pricing decisions, Improvedcompetitiveness
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What are some methods of improving quality?
Training and motivating employees, Understanding customers' expectations, Using technology, Working closely with suppliers and Quality systems
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What is quality control?
The checking of a good or service before it is delivered to the customer
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What is quality assurance?
The checking of a product at each stage of its production
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What is total quality management?
TQM sees quality as the responsibility of all employees, each employee is a link in a chain and treats the next link as if they were an external customer
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Other cards in this set

Card 2

Front

What factors influence customers interpretation of quality?

Back

Price, Brand, Customer's personal expectations and experiences and Nature of product or service

Card 3

Front

How can quality be expressed / measured?

Back

Preview of the front of card 3

Card 4

Front

How could quality be measured when a service is being given?

Back

Preview of the front of card 4

Card 5

Front

Why is quality important?

Back

Preview of the front of card 5
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