3.4.4 Making operational decisions to improve performance: improving quality

Define quality

is the extent to which a product is fit for purpose and meets the customers' expectations

Quality is measured by (x3)

Design - key features
Manufacture
Customer reviews

Quality is important because (x3)

Impact on word of mouth advertising/reputation
Impact on costs - cost of replacement
Dealing with complaints

Pros of improving quality (x2)

Create USP
Improved reputation

Cons of improving quality (x2)

Difficulty changing brand image
Cost of improving quality: new equipment/improved new materials

Define quality control

A method of monitoring the quality of products through a system of inspection

Quality control pro (x2)

The system is run by a team of specialised experts
The instructors will have a big picture of the organisation's production line

Quality control con (x2)

Inspection staff needs to be trained/recruited
Potential for high level of waste

Quality assurance

a method of improving quality by involving all staff in assessing the quality of a product throughout the production process

Quality assurance pro (x2)

Fewer wasted products and materials
Workers are empowered to make decisions about quality, increase morale

Quality assurance cons (x2)

Delays in the production process
Issues involved with changing from QC to QA include training costs , teething problems (small problems at the start of the project) and cultural change

Define total equity management:

A production philosophy which makes quality a responsibility of all employees in the organisation

Consequences of poor quality (x2)

Reputational damage
High costs - reworking/scrap/complaints/marketing