2.2 Quality Management- Operations Flashcards Preview

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Flashcards in 2.2 Quality Management- Operations Deck (22)
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1
Q

Consumers perspective of good quality

A

Value for money
Reliability and durability
Quality of the after- sales service

2
Q

Producers perspective of good quality

A

Consistently meeting an exact specification of standard
Development of a highly skilled workforce
Reduction or elimination of customer complaints

3
Q

Quality control

A

It is a reactive approach to managing quality. Poor quality is identified within the production process after it has occurred. It often leads to scrapping products and there will be a varied standard of quality.

4
Q

Quality assurance

A

This is based on the prevention of poor quality by anticipating what might go wrong and taking action to prevent this from happening. Methods of this is include BPB, TQM, quality circles, mystery shoppers, and quality standards.

5
Q

Quality assurance- Total quality management

A

TQM is a core philosophy that a organisation has and is explicit in their mission statement. The managers must be committed to motivate and provide the necessary resources. The concept of quality chains means that each employee is responsible for the quality of a good product.

6
Q

Advantages of TQM

A

A focus on customer requirements will enhance the reputation of the organisation.
Reduced wastage as a result of a ‘first time right’ approach.
The continual scope for improvement and enhancement means the business is always moving forward and can remain competitive.

7
Q

Disadvantages of TQM

A

Set up costs are high with a need for training and time taken to design procedures.
Need to continually monitor and audit the implementation of procedures.
It depends upon the commitment from all the staff in the organisation.

8
Q

Quality assurance- Quality standards

A

Quality standards as defined by government bodies, industry watchdogs and consumer groups. It is standards and qualities that a business have to meet, set by the government.

9
Q

Quality assurance- Best practice benchmarking

A

BPB involves finding out what, from the point of view of the customer, it is the difference between an ordinary product and a excellent product.
Information is collected from the market leader.
The market leader may be reluctant to provide performance figures to be used by their competitors.

10
Q

Quality assurance- quality circles

A

It is is a group of 5-20 workers who volunteer to meet regularly during normal working to discuss ways of improving quality. Members of a quality circle usually consists of factory floor workers. Employees will feel more involved ad they are being included in things with managers.

11
Q

Quality assurance- Mystery shoppers

A

It evaluates customer experience, operational efficiency, employee integrity, use of merchandising, service/product quality.

12
Q

Advantages of mystery shoppers

A

Feedback is received that cab be used to improve processes, training needs can be identified, improves customer retention, monitors quality of products and service.
It improves employee awareness of the importance of customer service. Reinforces positive action by action by offering an incentive-based reward system to employees and managers.

13
Q

Fair trade

A

Fair trade is about achieving better prices and fair terms of trade for farmers in the developing world, who may been exploited b greedy purchasers who may not pass on profits.

14
Q

Advantages of fair trade

A

The UK market for fair trade goods is doubling in size approximately every 2 years. Social demand means that there has been an increase in consumers wanting ethical products.
Increased customer loyalty as commitment to fairtrade.
A good public image. Recruitment of staff and volunteers will be easier as a fairtrade business will be viewed as being caring and ethical.

15
Q

Disadvantages of fair trade

A

The price is higher for the consumer compared to non fairtrade products.
Small scale production is promoted by fairtrade, but economies of scale cannot be achieved.
Tarries are much lower for non-processed supplies so it may not be profitable for the business to import.

16
Q

Environmental responsibility

A

Refers to the duty that a company has to operate in a way that protects the environment.

17
Q

Ethical operations

A

Working ethically means doing the right thing and acting in a way that is both fair and honest to all stakeholders.

18
Q

Unethical practices

A

The use of child labour.
The use of sweatshops for production, for example hot conditions, long working hours.
The violation of workers’ rights.
The violation of health and safety standards

19
Q

Advantages of ethical operations

A

Increased sales revenue as demand from ethically motivated consumers grows.
Improved business image, leading to increased brand awareness.
Easier access to sources of finance.
Improved employee motivation and recruitment.

20
Q

Disadvantages of ethical operations

A

Cost of sourcing ethical labour and materials can be high.
Higher overheads, for example training staff to ensure adherence to ethical policy.
Ethical standards vary between countries, which can be problematic for multifunctional cooperations.

21
Q

Factors influencing waste management

A

If the waste if hazardous or non-hazardous so they ca deal with it correctly.
If they register premises if they procure or store hazardous waste.
If they need to get a permit to store, treat, transport or disposal a of waste.
Storing the waste safely and securely.
Following the rules for moving waste.

22
Q

Storage of waste

A

Business must store waste safely and securely, they should store waste in a secure place, use suitable containers that will stop waste escaping, and use covers to stop waste blowing away.