13771039
Description
Mind Map by Gabriella Diana, updated more than 1 year ago
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Created by Gabriella Diana
over 6 years ago
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3.3 Concept of quality
- Quality is as long as it meets a customers requirement. Businesses must set targets
to achieve quality
- Total quality management (TQM)
- Every member of staff is focused on spotting and preventing errors
and ensuring quality at each stage of the production. Stopping a
problem before it happens
- some staff cant be bothered to check quality constantly and dont want to tell
co-workers to raise their working abilities
- Every member of staff is focused on spotting and preventing errors
and ensuring quality at each stage of the production. Stopping a
problem before it happens
- Measuring quality and identifying problems
- Customers may be asked to complete surveys or complaints to check quality
- Mystery visitors go to places like a shop or hotel and monitor how they are treated by staff and the
quality they get the report it back to the management that hired them
- Staff can be asked to check quality of work they have done at each stage
- Customers may be asked to complete surveys or complaints to check quality
- Consequence of bad quality
- customer dissatisfaction, posting poor reviews so no new customers will
come and the customer wont come back and cause a fall in profit
- Cost of recalling faulty products, (swegway incident)
- cost or replacing goods that were defective including bad reputation
- Cost of waste, poor quality means products have to be thrown
away, waste of material
- customer dissatisfaction, posting poor reviews so no new customers will
come and the customer wont come back and cause a fall in profit
- Maintaining quality
- Suppliers must be reliable who use good quality products
- Staff must be trained to know quality standards.
- Invest in quality equipment
- Inspect product at each stage
- Suppliers must be reliable who use good quality products
- Costs of improving quality
- Inspection and checking quality control
- Training staff to check own quality
- Inspection and checking quality control
- Quality
- benefits
- Customers are loyal
- Avoiding mistakes saves money
- Can often charge for premium products
- Can improve brand image
and reputation
- Customers are loyal
- Costs
- Inspection and checking quality control
- Training staff to check their own quality
- Inspection and checking quality control
- benefits
- Things preventing achieving consistent quality
- Finding reliable suppliers that can achieve business quality targets
- If a business wants to grow it can be difficult to control quality as it involves so many people
- Finding reliable suppliers that can achieve business quality targets
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