QUALITY OF
PERFORMANCE
(7.1)
QUALITY AND QUALITY CONCEPTS
Quality
➔ Ability of a p/s 2 satisfy the specific needs of C’s.
➔ Efficiency of services & the ability 2 provide effective outcome w/o too many delays.
QUALITY ASSURANCE QUALITY CONTROL
● System that ensures the desired quality ● Checks are carried out during & after
is met by inspecting the final product. production process.
● Ensure finished prod meets the req ● Ensures req stnrds have been met @
stnrds. every stage of process
● Includes setting targets, measuring perf ● The ‘building on’ of quality as opposed
& taking corrective measures. to ‘checking for’ quality.
QUALITY MANAGEMENT QUALITY PERFORMANCE
● Technq’s/tools used 2 design/improve ● Total perfo of each dep is measured
the quality of a prod. agnst the specific stnrds
● Can be used 4 accountability within ● Can be obtained if all dep’s work tog
each of Biz functions. 2wards same quality stnrds.
● Aims 2 ensure that quality of p/s is ● Quality is measured through physical
consistent. prod/statc output of processes/surveys
of C’s of p/s.
, ADVANTAGES OF A GOOD QUALITY MANAGEMENT SYSTEM
○ Increased market share/more C’s improve prof’ility.
○ Improves Biz image as there are fewer defects/returns.
○ Enhances the ability of Biz 2 achieve vis/mis/goals.
○ Biz has a competitive adv over its competitors.
○ Eff C-services are rendered, resulting in increased C satisfaction.
~ QUALITY INDICATORS OF BUSINESS FUNCTIONS ~
GENERAL MANAGEMENT
- Develop/Imp/Monitor/Maintain eff strategic plans.
- Set direction & estblsh priorities for their Biz.
- Eff communi a shared Vis, Miss & Values.
- Ensure all dep’s meet their deadlines/targets/achieve goals.
PRODUCT ION
● Prod’s meet C’s req’s by being safe, reliable & durable.
● Monitor processes & find the root causes of production problems.
● Produ-Mngr should provide/ensure high-quali p/s acc 2 specifications.
● Produ-Mngr should communi the roles & resp 2 the production workers.
PURCHASING
- Buying Raw Materials in bulk @ lower prices.
- Ensures req’d quantities are delivered at right time & place.
- Impl & maintaining stock ctrl systems 2 ensure security of stock.
- Placing orders timeously & ensuring regular follow-ups so that goods are delivered on time.
Marketing
● Use aggressive AD campaigns 2 sustain the market share.
● ID competitive edge/gaps in the mrkt & conduct reg mrkt research.
● Adhere 2 ethical AD practices when promoting p/s.
● Acquire a greater mrkt share through good/effective/efficient C-service.
FINANCIAL
- UpdateFin records regularly 2 ensure timely/accu tax payments.
- Imp credit-granting/debt collecting policies 2 monitor cash flow.
- Imp Fin ctrl measures, systems, processes 2 prvnt fraud.
- Analyse/Implement strategies 2 increase prof’ility.
PERFORMANCE
(7.1)
QUALITY AND QUALITY CONCEPTS
Quality
➔ Ability of a p/s 2 satisfy the specific needs of C’s.
➔ Efficiency of services & the ability 2 provide effective outcome w/o too many delays.
QUALITY ASSURANCE QUALITY CONTROL
● System that ensures the desired quality ● Checks are carried out during & after
is met by inspecting the final product. production process.
● Ensure finished prod meets the req ● Ensures req stnrds have been met @
stnrds. every stage of process
● Includes setting targets, measuring perf ● The ‘building on’ of quality as opposed
& taking corrective measures. to ‘checking for’ quality.
QUALITY MANAGEMENT QUALITY PERFORMANCE
● Technq’s/tools used 2 design/improve ● Total perfo of each dep is measured
the quality of a prod. agnst the specific stnrds
● Can be used 4 accountability within ● Can be obtained if all dep’s work tog
each of Biz functions. 2wards same quality stnrds.
● Aims 2 ensure that quality of p/s is ● Quality is measured through physical
consistent. prod/statc output of processes/surveys
of C’s of p/s.
, ADVANTAGES OF A GOOD QUALITY MANAGEMENT SYSTEM
○ Increased market share/more C’s improve prof’ility.
○ Improves Biz image as there are fewer defects/returns.
○ Enhances the ability of Biz 2 achieve vis/mis/goals.
○ Biz has a competitive adv over its competitors.
○ Eff C-services are rendered, resulting in increased C satisfaction.
~ QUALITY INDICATORS OF BUSINESS FUNCTIONS ~
GENERAL MANAGEMENT
- Develop/Imp/Monitor/Maintain eff strategic plans.
- Set direction & estblsh priorities for their Biz.
- Eff communi a shared Vis, Miss & Values.
- Ensure all dep’s meet their deadlines/targets/achieve goals.
PRODUCT ION
● Prod’s meet C’s req’s by being safe, reliable & durable.
● Monitor processes & find the root causes of production problems.
● Produ-Mngr should provide/ensure high-quali p/s acc 2 specifications.
● Produ-Mngr should communi the roles & resp 2 the production workers.
PURCHASING
- Buying Raw Materials in bulk @ lower prices.
- Ensures req’d quantities are delivered at right time & place.
- Impl & maintaining stock ctrl systems 2 ensure security of stock.
- Placing orders timeously & ensuring regular follow-ups so that goods are delivered on time.
Marketing
● Use aggressive AD campaigns 2 sustain the market share.
● ID competitive edge/gaps in the mrkt & conduct reg mrkt research.
● Adhere 2 ethical AD practices when promoting p/s.
● Acquire a greater mrkt share through good/effective/efficient C-service.
FINANCIAL
- UpdateFin records regularly 2 ensure timely/accu tax payments.
- Imp credit-granting/debt collecting policies 2 monitor cash flow.
- Imp Fin ctrl measures, systems, processes 2 prvnt fraud.
- Analyse/Implement strategies 2 increase prof’ility.
