Chapter 24: Developing Effective Operations QUALITY.
Post on 05-Jan-2016
Chapter 24: Developing Effective OperationsQUALITY
QualityThose features of a product or service that allow it to satisfy (or delight) customersTangible measures of quality:AppearanceReliabilityDurabilityFunctions (added extras)After-sales service: cost, promptness, effectivenessRepair and maintenance needsIntangible measures of quality:Image and brandReputationExclusiveness
Importance of quality to a businessQuality System the approach used by an organisation to achieve quality. Most quality systems can be classified as either quality control or quality assurance.
Quality ControlA system that uses inspection as a way of finding any faults in the good or service being provided.
Quality AssuranceA system that aims to achieve or improve quality by organising every process to get the product right first time and prevent mistakes ever happeningBenefits:Ownership of the product or service rests with the workers rather than with an independent inspector, giving them greater responsibilityTheorists such as Herzberg argue that there are positive effects on motivation because of this sense of ownership and recognition of the workers responsibilityCosts are reduced because there is less waste and less need for reworking of faulty productsWith all staff responsible for quality, there should be a higher and more consistent level of quality, which can lead to marketing advantages for the firm.
Systems of Quality AssuranceTotal quality management (TQM) a culture of quality that involves all employees of a firmKaizen (continuous improvement) a policy of implementing small, incremental changes in order to achieve better quality and/or greater efficiencyQuality Standards a set of criteria for quality established by an organisation. IE: BS 5750, ISO9001