Summary Quality Management

Theme 2 Topic 4
Quality 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