| What does Quality really mean [Business meaning] | -Simply means if it reaches the Needs and Expectation of the Customer |
| How can Quality be Judged on? | -Design: Looks?
-Functionality: How well can it do its role?
-Reliability: How long will it last?
-Consistency: Is it the same Standard?
-Durable: Should it last shorter than intended?
-Good after Sale Service: Is it easy?
-Price: Is it what you are willing to buy it? |
| Why is Quality so important? | -Loss of Customers can happen if the Quality drops
-Reputation becomes Affected if the Quality takes a hit
-Cost of Recalling, Scraping or Re-working
-Costs of Replacements or Refunds
-Cost of Reducing the Price of the Product to a Point where they don't generate a Profit
-Legal action may be Taken |
| 1. How has Quality made itself Important?
2. Where can Quality be Essential? | -Quality is Important due to the Customers Knowledge being overall high, along with the Ability to Complain [Damaging Reputation] and can spread the Inner Thoughts around
-Also, Price is the one thing that Businesses are mainly Competing over, and Similar Price only means that the Highest Quality item will Win
-Quality will also mean the Product can Differentiate |
| What does the Business Benefit from Good Quality? | -Customer will be overall Satisfied with the Product
-Consistent Quality means Repeat Purchase
-Customers may spread the Product's name Around
-Marketing cost may be lower, from the Increased Reputation
-Customers will be more Loyal to the Business |
| How can Quality be Measured? | -Level of Products returning
-Mystery Shoppers
-Customer loyalty
-Customer complaints
-Customer satisfaction rates
-Failure/ reject rates |
| What is Quality Control? | -This is simply a Method of seeing Quality
-It involves Checking All/Some of the Products when its been Done. |
| Advantages of Quality Control? | -Standard of Product is kept
-Customers won't be given a Product which would be seen as bad, but this is dependent on if all the Products will be done
-Specialists are Brought in, meaning the Workforce is Unaffected really
-Feedback can be given, which can be used for the best |
| Disadvantages of Quality Control? | -Makes a lot of Waste, due to the Products being Scrapped if not good enough
-Workers won't really take Responsibility
-Inspectors are Expensive
-The Checking of Services happens After the Poor Quality Products has been Given out, so its Pointless really |
| What is Quality Assurance? | -A Method of seeing the Quality
-This simply has Every Stage of the Production Process over viewed, so Every Employee on the Front line is being checked on [and therefore the Product] |
| Advantages of Quality Assurance? | -Costs can be Reduced, due to less being spent for Reworking and Wastage; its more Effective
-Relationship with Employees and Management Strength, so Productivity may Increase
-Staff Motivation may Increase, as because the Responsibility is seen
-Consistent Quality may help in a Competitive Market; slip ups may be Detrimental |
| Disadvantages of Quality Assurance? | -Changing from Quality Control may be too Hard
-Training the Staff may be more Expensive
-Some of the Staff may not feel more Motivated, so therefore won't take the System seriously and allow Slip ups |
| How will the Business choose when deciding which Method of Quality? | -The Business will really see the Costs, and compare them with the Benefits of the Method
-The Business will then make the most Appropriate Choice |
