Understanding Quality in Business Operations Management

Quality

Ability to meet customers' expectations.

Customer Perception

Influenced by price, brand, and experiences.

Quality

Ability to meet customers' expectations.

Customer Perception

Influenced by price, brand, and experiences.

Quality Measurement

Expressed through aesthetics, features, and performance.

Service Quality

Measured by staff friendliness and service speed.

Competitive Advantage

Achieved through effective quality management.

Operational Objectives

Goals aimed at improving business efficiency.

Quality Control

Inspection of goods before customer delivery.

Quality Assurance

Process ensuring quality throughout production stages.

Total Quality Management (TQM)

Comprehensive approach to improving quality organization-wide.

Quality Chains

Links in processes ensuring consistent quality delivery.

Empowerment

Involving employees in quality improvement initiatives.

Monitoring

Regularly checking processes to maintain quality standards.

Zero Defects

Goal of eliminating all defects in production.

Quality Circles

Groups of employees discussing quality improvements.

Benchmarking

Comparing processes against industry best practices.

Intangible Aspects

Non-physical attributes like brand reputation.

Costs of Poor Quality

Expenses related to reworking faulty goods.

Employee Reluctance

Resistance to change in quality processes.

Training Investment

Financial resources required for employee skill development.

Supplier Relationships

Essential for maintaining quality standards.

Monitoring Standards

Continuous assessment to ensure quality is upheld.

Positive Word of Mouth

Customer recommendations based on quality experiences.

Quality Assurance

Checking products at each production stage.

Self-Checking

Employees verify their own work quality.

Total Quality Management (TQM)

System where all employees ensure quality.

ISO9000

Accreditation standard for quality assurance.

Zero Defects

Aim for no errors in production.

Quality Circles

Groups discussing workplace quality improvements.

Benchmarking

Identifying best practices within an industry.

Empowerment

Enabling employees to take responsibility for quality.

Monitoring

Measuring performance against quality targets.

Teamwork

Collaborative effort to achieve quality goals.

Quality Chains

Each link treats the next as a customer.

Advantages of Quality Assurance

Early fault detection saves resources.

Disadvantages of Quality Assurance

May slow production, increasing unit costs.

Employee Motivation

Workers feel responsible for quality standards.

Opportunity Cost

Time spent implementing systems affects management.

Quality Standards

Clear processes set for quality assurance.

Accreditation

Recognition for meeting quality assurance standards.

Production Line Checks

Verification at each stage of production.

Quality Improvement

Focus on enhancing product/service quality.

Customer Satisfaction

Meeting or exceeding customer quality expectations.

Faulty Goods

Products failing to meet quality standards.

Resource Wastage

Inefficient use of materials due to faults.

Market Orientation

Aligning products with customer quality demands.

Quality

Features satisfying customer wants in products/services.

Purchasing Department

Centralized buying for consistency and quality.

Raw Materials

Essential inputs ensuring product reliability and durability.

Specialist Purchasing Managers

Experts sourcing materials with qualifications and experience.

Market Developments

Updates on technical and production advancements.

Staff Training

Ensuring employees are skilled for effective task performance.

Functional Departments

Separate units collaborating to achieve overall quality.

Competitive Prices

Best pricing achieved through effective purchasing strategies.

After Sales Service

Support post-purchase including delivery and parts availability.

Economies of Scale

Cost advantages from bulk purchasing and management.

Operations Management

Structuring and overseeing the manufacturing process.

Ingredient Availability

Preventing shortages to avoid limited offerings.

Capital Availability

Ensuring funds for necessary investments.

Quality Initiatives

Strategies like TQM and benchmarking to improve quality.

Supplier Relationships

Building partnerships for reliable material sourcing.

Market Research

Regular feedback collection on service quality.

Stock Management

Avoiding excess inventory to reduce waste.

Marketing Research

Gathering data to meet customer demands.

Workforce Motivation

Encouraging staff for quality service and workmanship.

Benchmarking

Comparing performance against industry leaders.

Total Quality Management (TQM)

Systematic approach to continuous quality improvement.

Design Quality Checking

Evaluating product design for quality assurance.

Product Design Failures

Examples of poor design impacting quality and image.

Implementation of Findings

Applying research results requires funding and monitoring.

Quality Assurance

Process ensuring products meet defined standards.

Built-in Quality

Quality integrated during production, not post-production.

Inspection

Quality checks performed during production stages.

Quality Circles

Groups discussing quality issues and solutions regularly.

ISO 9000

International standard for quality management systems.

Team Working

Collaborative approach to improve production processes.

Benchmarking

Comparing performance against industry best practices.

Production Control

Ensuring processes meet quality standards in production.

Recognised Standards

Established criteria for quality assurance in businesses.

Quality Chains

Concept of viewing internal customers in production.

Empowerment

Giving workers control over their tasks.

Quality Audits

Evaluations to identify quality issues and improvements.

Monitoring

Ongoing observation of processes and outcomes.

Feedback Methods

Gathering customer satisfaction data for improvements.

Critical Path Analysis

Technique for scheduling project tasks efficiently.

Production Process

Series of steps to create a product.

Cost Monitoring

Tracking expenses through budgeting and variance analysis.

Employee Involvement

Engaging staff in quality improvement initiatives.

Motivation

Encouraging workers to enhance their work quality.

Market Orientation

Focus on meeting customer needs and preferences.

Quality Policy

Company-wide commitment to maintaining quality standards.

Team Empowerment

Allowing teams to take responsibility for quality.

Efficiency Improvement

Enhancing processes to reduce waste and costs.

Quality Control

System to maintain standards via output testing.

Statistical Process Control (SPC)

Technique to monitor performance and reduce variability.

Zero Defects

Manufacturing without any product defects.

Kaizen

Continuous improvement in business performance.

Market Orientation

Focus on meeting customer needs and expectations.

Quality Assurance

Processes ensuring product quality throughout production.

Customer Satisfaction

Fulfillment of customer expectations and needs.

Training

Enhancing employee performance through skill development.