Quality What is it Tangible measures n Appearance

Quality What is it?

Tangible measures n Appearance n Reliability n Durability n Functions n After-sales service n Repair & maintenance needs

Intangible measures n Brand image n Reputation n Exclusivity

Benefits to a business n Impact on sales volume n Creating a USP n Impact on selling price n Pricing flexibility n Cost reductions n Firm’s reputation

Issues involved n Cost n Training n Disruption to existing production

Quality control n A system that uses inspection as a way of finding any faults in the good or service being provided

What are the benefits? n Prevents defective product reaching customer n Secure system if management does not trust workers to spot mistakes n Incorrectly trained group of workers may not appreciate lack of quality

What are the problems? n Does little to encourage individuals to improve the quality of their output n Inspection team – an unnecessary expense? n Lost motivational opportunity

Quality assurance n A system that aims to achieve or improve quality by organising every process to get the product ‘right first time’ and prevent mistakes ever happening

Benefits n Ownership of product/service rests with the workers rather than an inspector n Motivation n Reduced costs n Less waste & reworking of faulty products n Leads to higher level of quality and greater consistency

Problems n Are there any?

Investigation n What are the following: Total Quality Management n Kaizen n BS 5750 and ISO 9001 n