Lecture notes
Quality Management
- Institution
- CCEA
A look at what is quality, how quality is measured and the various standards including: EFQM, ISO 9000 and benchmarking.
[Show more]
Content preview
Quality ManagementDefinition: Quality is a measure of excellence or the extent to which something is fit for its purpose. In its
narrowest sense, quality is simply a measure of how free a product is from defects or fault.
It is the degree to which a good or service fulfils its requirements. Quality includes aspects such as reliability,
safety, durability, usability, after sales service and customer care. A quality product or service is one which
delights customers by fully meeting all of their needs and expectations.
How is quality measured:
Quantity of goods returned.
Number of customer complaints.
Customer satisfaction – usually measured by a survey.
Customer loyalty – evident from repeat purchases, or renewal rates.
EFQM:
Is an non-prescriptive framework based on nine criteria. It can also be used as a diagnostic tool.
Five of these are "enablers" and four are "results". The "enabler" criteria cover what an organisation
does and how it does it. The "results" criteria cover what an organisation achieves.
The EFQM Model provides a framework allowing organisations to determine their current “level of
excellence” and where they need to focus improvement efforts.
Moreover, the Model helps to ensure that business decisions incorporate the needs of all
stakeholders and are aligned with the organisation’s objectives.
The EFQM Model acts as a common reference tool helping organisations move towards Excellence .
Thus, the Model provides its users with a set of performance improvement tools in order for them to
achieve and sustain results and Excellence .
Advantages Disadvantages
It focuses the firm's attention on its quality Critics of the EFQM model argue that the system is
processes and provides a comprehensive framework costly in terms of management time and money and
on which to judge its current performance and that it offers very little in the way of actual solutions
improve its quality system. to the problems or area of concern which the self-
assessment exercise might h highlight.
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller MarkC57. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for £4.99. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
73216 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy revision notes and other study material for 14 years now