Grade 12 Business Studies - Quality of Performance (Chapter 11)

Vocabulary flashcards covering key definitions, concepts, and quality indicators from Grade 12 Business Studies Chapter 11 on Quality of Performance.

Quality

Products and services that satisfy needs and exceed customer expectations, measured by criteria such as reliability, durability, appearance, and after-sales services.

Total Quality

A comprehensive approach that involves all levels of business, all functions, processes, and people.

SABS

South African Bureau of Standards; the body that sets quality standards in South Africa.

ISO 9001

Provides guidelines for quality management; a company may not export any products unless it registers as an ISO 9001 company.

Standards

The specification of what is acceptable in terms of technical aspects and performance.

Total client satisfaction

A measure of how products and services supplied by a company satisfy customer expectations and needs.

Continuous skills development

Developing employees' skills to add value to the organization and improve operational performance.

Continuous improvement to processes and systems

An ongoing effort to refine and improve products, services, or operational processes.

Monitoring and evaluation

A process that helps improve performance and achieve results by evaluating current and future management of outputs.

Quality circles

A group of workers doing the same or similar work who meet regularly to identify, analyse, and solve work-related problems.

Quality control

Inspection of the final product to ensure it meets required standards by checking raw materials, employees, machinery, workmanship, and taking corrective measures.

Quality assurance

Checks carried out during and after production to ensure required standards are met at every stage, focusing on 'building in' quality to get it right the first time.

Quality management

Techniques and tools used to design and improve product quality, ensuring consistent standards and accountability within each business function.

Quality performance

The total performance of each department measured against specified standards through physical products, statistical outputs, or user surveys.

Total Quality Management (TQM)

An integrated methodology applied throughout an organization where every employee is responsible for quality to continuously improve product delivery and customer satisfaction.

PDCA cycle

A continuous improvement model comprising Plan (identify problem and approach), Do (implement on a small scale), Check/Analyse (analyse results using data), and Act (institutionalise successful changes).

Quality indicators of general management

Developing strategic plans, efficiently allocating resources, setting direction, establishing priorities, communicating shared values, and monitoring department targets.

Quality indicators of the production function

Providing high quality products according to specifications, obtaining SABS/ISO 9001 accreditation, optimizing machine use, and producing at the lowest possible cost.

Quality indicators of the purchasing function

Buying raw materials in bulk at lower prices, selecting reliable suppliers, placing orders timeously, and maintaining optimum stock levels to avoid stock-outs.

Quality indicators of the marketing function

Increasing market share, adhering to ethical advertising practices, differentiating products, and adjusting offerings based on customer feedback.

Quality indicators of the financial function

Obtaining capital from reliable sources, negotiating lower interest rates, drawing up accurate budgets timeously, and implementing financial control measures to prevent fraud.

Quality indicators of the public relations function

Handling negative publicity quickly, releasing positive press statements, running sustainable Corporate Social Investment (CSI) programmes, and maintaining high internal publicity standards.

Quality indicators of the administration function

Utilising fast data-capturing systems, keeping financial documents up to date, documenting all processes, and ensuring easy retrieval of safe, orderly records.

Quality indicators of the human resources function

Applying a good recruitment policy, offering fair remuneration aligned with industry standards, providing performance incentives, and maintaining a low staff turnover rate.