Managing Quality (Introduction)

Transcription

1 Name: Class: Date Taken: Total Possible Marks: 5 Managing Quality (Introduction) Complete the following questions in the time allowed by your teacher Quick Definitions Write a short and accurate definition of the following terms relating to quality management: Up to marks are available for each good definition 1. Define: "quality". Define: "quality control" 3. Define: "quality assurance" Provide outline answers to the following short questions in the space provided:

2 List up to three examples of costs incurred by a business as a result of poor quality (one mark for each relevant point) 4 5. Outline up to four different factors that a customer might use to assess the quality of a product or service (one mark for each relevant factor) - -

3 List up to four ways in which a customer might consider that a product is not of satisfactory quality (one mark for each relevant suggestion) 3 7. List three possible disadvantages of relying on a system of quality inspection (one mark for each relevant point)

4 Define and explain the acronym TQM (3 marks) and outline two advantages to a business of implementing TQM (1 mark for each)

5 Name: Class: Date Taken: Total Possible Marks: 5 Managing Quality (Introduction) Complete the following questions in the time allowed by your teacher Quick Definitions Write a short and accurate definition of the following terms relating to quality management: Up to marks are available for each good definition 1. Define: "quality" Quality is about meeting the needs and expectations of customers If a product or service meets all those needs and expectations - then it passes the quality test. Define: "quality control" The process of inspecting or checking products to ensure that they meet the required quality standards Can be performed during the production process or by checking the quality of finished goods & services 3. Define: "quality assurance" The processes that ensure production quality meets the requirements of customers Quality assurance is about putting procedures and processes in place which aim to "assure" quality is achieved rather than relying on checking that it has Provide outline answers to the following short questions in the space provided:

6 List up to three examples of costs incurred by a business as a result of poor quality (one mark for each relevant point) Lost customers (expensive to replace - and they may tell others about their bad experience) Cost of reworking or remaking product Costs of replacements or refunds Wasted materials Damaged reputation in the marketplace 4 5. Outline up to four different factors that a customer might use to assess the quality of a product or service (one mark for each relevant factor) Relevant answers might include: Performance (fit for purpose) Appearance Availability & delivery Reliability / durable Price / value for money Functions After-sales service Image and reputation - -

7 List up to four ways in which a customer might consider that a product is not of satisfactory quality (one mark for each relevant suggestion) Relevant answers might include: Product fails - e.g. a breakdown or unexpected wear and tear Product does not perform as promised Product is delivered late Poor instructions/directions for use Unresponsive customer service Product is poorly packaged or appears damaged Product develops a bad reputation 3 7. List three possible disadvantages of relying on a system of quality inspection (one mark for each relevant point) Costly - even if inspection is performed using sampling methods Often at the end of the production process - i.e. too late Inconsistent inspections Often not compatible with modern production systems Done by inspectors rather than workers themselves

8 Define and explain the acronym TQM (3 marks) and outline two advantages to a business of implementing TQM (1 mark for each) TQM means Total Quality Management TQM is a management philosophy committed to a focus on continuous improvements of product and services with the involvement of the entire workforce Whole business understands need for quality and seeks to achieve it Everyone in workforce is concerned with quality at every stage of production process Quality is ensured by workers and not inspectors Advantages: Puts customer at heart of production process Motivational since workers feel more involved and are ma