3.3 The concept of quality

Annotations:

• (TQM) An approach to quality in which everyone is focused on preventing errors occuring and and ensuring quality at each stage of the production process. 

1. A quality product service is one that meets the customers requirements.
2. Businesses must set targets to achieve quality with the type of targets dependent on the type of business.
3. E.g. Aston Martin decided to set themselves a target of reducing the weight of the car by 10%
4. Hotels may set targets for cleaning rooms or delivering room service to guests.

1. Customers may be asked to complete surveys or customer complaints recorded to check if the quality meets the customers expectations.
2. Mystery Visitors are used to test the quality of the goods and services and offer feedback.
3. Staff can be asked to check the quality of work they have completed at each stage of the process and any mistakes retified beforereaching customers

1. Customer dissatisfaction
2. Cost of replacing faulty products
3. Cost of replacing goods
4. The cost of waste

1. Suppliers need to be reliable
2. Use good quality products
3. Staff need to be trained
4. Need to be able to spot any products that don't meet standards
5. Need good equiptment
6. Inspect products at each stage of the productionprocess

Annotations:

• Where a business inspects the quality of its products at the end.

1. Customers are more likely to come back
2. Customers encourage others to go
3. e.g. Dominos and Apple had the most repeate customers in 2016
4. Saves money
5. Brand image is maintained
6. Can charge more for better quality
7. Quality can improve brands reputation.
8. E.g. Samsung's recall on the exploding Galaxy Note 7 cost £4.3billion.

1. Finding reliable suppliers
2. If a business wants to franchise,it is harder to keep good quality.