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Flashcards in Quality Deck (31)
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1

what is quality

it is the standard of a product. it is different between consumers and producers

2

what are the factors of quality control

-only used by manufacturers
-inspectors check items at the end of production
-aims to clarify or remove flawed products before sale

3

what are the pros of quality control

-recycling the less quality products and selling them off at cheaper price

4

what are the cons of quality control

-wasted products
-inefficient as flaws aren’t found until nearer the end of the production
-testing may result in destroyed goods

5

what are the factors of quality assurance

-used by manufacturers
-operates during production and inspectors check at the end
-quality is known by staff all through training
-aims for no flawed products

6

what is the pros of quality assurance

-flaws are fixed when they occur
-reduce waste
-more efficient way of assessing quality

7

what are the cons of quality assurance

-staff participation and training essential which is expensive

8

what is quality management

this is the continual improvement method of assessing quality

9

what are the factors of quality management

-used by both manufacturers and service providers
-aim to get everything correct first time as no errors are allowed
-consumers needs and wants are superior

10

what are the pros of quality management

-every aspect is always considered
-sets high standard and improves quality
-focus on team work and search for improvement

11

what are the cons of quality management

-need commited staff
-regular training
-regular performance reviews

12

what is quality standards

the standard is a published and well known specification used as a guideline by the org

it has a sign of symbol which shows the standard is reached

13

what does the BSI (british standards institute) do

it identifies that the tested products meet the British, European and international standards

14

what are the advantages of achieving a standard with BSI

-customers are guaranteed quality
-symbol can be used as marketing
-allows higher price to be charged

15

what are the disadvantages of achieving a standard with BSI

-standard needs to be maintained
-record is needed to justify the continued awarding of standard

16

what is benchmarking

it compares business performance to the best performers in the industry

17

orgs can be benchmarked in different aspects of performance. what does this involve

-researching what customers class as the best org
-reviewing the benchmark to identify why they are successful
-applying techniques to improve performance

18

what are the advantages of benchmarking

-identifies the best practices
-improves performance
-competitiveness
-minimises business failure

19

what are the disadvantages of benchmarking

-costly to change practices
-time consuming to research

20

what is a quality circle

it involves groups of employees from different depts to meet and improve quality

21

what are the advantages of a quality circle

-staff empowerment
-staff share best practices
-improves staff skills

22

what are the disadvantages of a quality circle

-best people might not be in the circle
-takes time and money
-no guarantee that it will work

23

what is a mystery shopper

an appointed person who acts normal as a customer but then reports back after their experience

24

what are the advantages of a mystery shopper

-gives realistic feedback
-helps identify any weaknesses
-ensures complaints are taken correct

25

what are the disadvantages of a mystery shopper

-could be a bad day so doesn’t give normal practice
-costly and time
-could be bias as it is one reporter

26

how does improving quality input work

-better machinery means less flaws
-staff are trained well then good quality service
-reduces complains

27

how does technology support stock activities

-can order from supplier through internet
-barcodes etc helps organise
-customer reviews on social media

28

how does technology support the production process

-products are designed through cad
-special robots who do the same over and over
-lasers cut materials with precision

29

what are the advantages of machinery/technology

-product quality is consistent
-output amount is greater than labour
-robots don’t lose motivation

30

what are the disadvantages of technology/machinery

-staff training is expensive
-machines aren’t flexible
-problems could have a knock on effect