Business Studies
Quality of performance
Quality and quality concepts
The main aim of businesses is to maximise profits through the provision of high-
quality products and services.
It is important that businesses implement various quality concepts in order to retain
customers, increase profitability and remain sustainable
Defining quality concepts
Quality
Quality is the ability of a product/service to satisfy the specific needs of consumers.
It is measured against specific criteria such as physical appearance/reliability/
durability/sustainability/after-sales services.
The efficiency of services and the ability to provide an effective outcome without
too many delays.
Quality control
A system that ensures the desired quality is met by inspecting the fi nal product to
ensure that it meets the required standards.
Includes setting targets/measuring performance and taking corrective measures.
Checking raw materials/employees/machinery/workmanship/production/ processes
to ensure that high quality standards are maintained.
Quality assurance
Checks are carried out during and after the production process.
Ensure that required standards have been met at every stage of the process.
Processes are put in place to ensure that the quality of products/services/ systems
adheres to pre-set standards with minimal defects/delays/ shortcomings.
Ensure that every process is aimed at getting the product ‘right the first time’ and
purposefully/actively preventing mistakes from happening.
, Quality management
The process of managing all activities needed to ensure a business produces
products/services of consistently high standards.
Refer to techniques/tools used to design/improve the quality of a product.
Can be used for accountability within each of the business functions.
Aims to ensure that the quality of products/services is consistent./Focuses on the
means to achieve consistency.
Quality performance
The total performance of each department is measured against the specified
standards.
Can be obtained if all departments work together towards the same quality
standards.
Quality is measured through physical product/statistical output of processes/
surveys of the users and/or buyers/consumers of products/services.
Quality management systems
A quality management system is a framework that a business uses to manage key
organisational processes.
It is a formalised system that documents procedures/processes/responsibilities for
achieving quality policies/objectives.
Coordinates/directs organisational activities to meet customer/regulatory
requirements/improve its effectiveness/efficiency/accuracy on a continuous basis.
It is expressed as organisational goals/aspirations/processes/policies/ documented
information/resources needed to implement and maintain quality standards in the
business.
The differences between quality control and quality
assurance
Quality of performance
Quality and quality concepts
The main aim of businesses is to maximise profits through the provision of high-
quality products and services.
It is important that businesses implement various quality concepts in order to retain
customers, increase profitability and remain sustainable
Defining quality concepts
Quality
Quality is the ability of a product/service to satisfy the specific needs of consumers.
It is measured against specific criteria such as physical appearance/reliability/
durability/sustainability/after-sales services.
The efficiency of services and the ability to provide an effective outcome without
too many delays.
Quality control
A system that ensures the desired quality is met by inspecting the fi nal product to
ensure that it meets the required standards.
Includes setting targets/measuring performance and taking corrective measures.
Checking raw materials/employees/machinery/workmanship/production/ processes
to ensure that high quality standards are maintained.
Quality assurance
Checks are carried out during and after the production process.
Ensure that required standards have been met at every stage of the process.
Processes are put in place to ensure that the quality of products/services/ systems
adheres to pre-set standards with minimal defects/delays/ shortcomings.
Ensure that every process is aimed at getting the product ‘right the first time’ and
purposefully/actively preventing mistakes from happening.
, Quality management
The process of managing all activities needed to ensure a business produces
products/services of consistently high standards.
Refer to techniques/tools used to design/improve the quality of a product.
Can be used for accountability within each of the business functions.
Aims to ensure that the quality of products/services is consistent./Focuses on the
means to achieve consistency.
Quality performance
The total performance of each department is measured against the specified
standards.
Can be obtained if all departments work together towards the same quality
standards.
Quality is measured through physical product/statistical output of processes/
surveys of the users and/or buyers/consumers of products/services.
Quality management systems
A quality management system is a framework that a business uses to manage key
organisational processes.
It is a formalised system that documents procedures/processes/responsibilities for
achieving quality policies/objectives.
Coordinates/directs organisational activities to meet customer/regulatory
requirements/improve its effectiveness/efficiency/accuracy on a continuous basis.
It is expressed as organisational goals/aspirations/processes/policies/ documented
information/resources needed to implement and maintain quality standards in the
business.
The differences between quality control and quality
assurance
