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3.4.4: Improving quality
Fichas del conjunto (9)
- 1Quality:*a product/service whose features consistently allow it to satisfy a customers needs/wants
-it is all about customer satisfaction
-important as it affects a customers perception of the business or brand so could affect sales/profits
-better quality could potentially give you the ability to charge more - 2Quality Features: (Tangible/Intangible)Intangible:
-brand image
-reputation
-exclusiveness
e.g. Apple, Waitrose
Tangible:
-appearance
-reliability
-durability
-functions
-after sales service
-repair and maintenance needs
e.g. Rolex/Cartier watches - 3Benefits of Good Quality:-increase sales
-USP
-pricing fexibility
-cost reductions (waste)
-reputation - 4Two Methods of Improving Quality: (Management systems)-Quality control
-Quality assurance - 5Quality Control:* a system that uses inspections to check the quality of work at stages of the manufacturing process
Advantages:
-quality checks
-inspectors spot common mistakes
Disadvantages
-doesn't encourage team responsibility
-expensive
-inspectors are responsible which may demotivate other staff - 6Quality Assurance:*a system that improves quality by arranging every process to get products right first time
Advantages:
-workers take responsibility
-motivates workforce
-reduced costs (less waste)
-greater quality consistency
Disadvantages:
-change of organisational culture
-can take time to implement system
-resistance to change from staff
-increase costs in short term - 7Three Main Examples of QA systems:-Total quality management (TQM) (long term success by improving every functional area of the business)
-Kaizen (continuously improving)
-Quality Standards (set of criteria used to establish quality systems) - 8Problems With Quality Systems:-costs of implementing/ongoing costs
-training
-disruption to production - 9Consequences of Bad Quality:-productivity
-profitability
-customer satisfaction
-costs
Información
- Descripción
- A level (3.4: Decision making to improve operational performance) Business Studies Fichas sobre 3.4.4: Improving quality, creado por Ashleigh-Jade Jones el 24/05/2017.
- Creado por
- Ashleigh-Jade Jones
- Visitas
- 6
- Valoración