Summary
Summary Quality Management
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Describes quality management, quality control, quality assurance, total quality management (TQM) and Kaizen
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Theme 2 Topic 4Quality Management
Quality Management
Quality – meeting customers needs and wants to their satisfaction
Benefits of High Quality Products:
Less complaints High customer satisfaction
Can charge high prices Brand loyalty
Good reputation Repeat purchase
Not as many refunds – keep profit Employees more motivated
Quality Control
Quality Control – the process of inspecting products to ensure that they meet the required quality standards
Based on inspection
Take defects out
Requires sampling
Checking and reviewing output
Spot and remove sub-standard output
Applies consistent standard
Kitemark – a Quality Standard given to products which meet a certain specification set out by the British
Standards Institute (BSI)
Quality Assurance
Quality Assurance – the attempt to build in quality procedures throughout the organisation. Tries to involve all
workers in taking responsibility for quality
Based on process
Build quality in
When Check Quality:
1. When raw materials are received
2. When products are going through production process
3. When the products are complete
Quality Assurance Systems Include:
Quality circles
TQM
Kaizen
Quality Circles
Small group of employees meeting regularly to discuss quality issues
Brainstorming ideas from a group of workers leads to new methods of working being explored by
those who understand the process
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