Quality Management (Edexcel A Level Business)

Revision Note

Quality Management Methods

  • Quality considers the characteristics and features of a product that satisfy the needs of customers

  • Businesses need to maintain a level of quality that continues to attract and retain customers

  • There are a number of approaches to managing quality in the production process

Methods of Quality Control

Quality control

  • Inspecting the quality of output at the end of the production process

    • Benefits

      • Quality specialists are employed to check standards

      • An inexpensive and simple way to check that output is fit for purpose

    • Drawbacks

      • The rejection of finished goods is a significant waste of resources 

      • There is little focus on the cause of defects

Quality assurance

  • Inspecting the quality of production throughout the production process

    • Benefits

      • Quality issues are identified early so products may be reworked rather than rejected

      • The cause of defects is the focus so future quality issues may be prevented

    • Drawbacks

      • Staff training and a skilled workforce is required so labour costs may be increased

      • Reworking may lengthen the production process

Quality Circles

  • Groups of workers meet regularly to solve quality problems identified in the production process

    • Benefits

      • Workers may be motivated as they are involved in decision making

      • Relevant and focused solutions are likely as workers are familiar with processes

    • Drawbacks

      • Management need to have trust in workers’ views and solutions 

      • Meetings and structures must be organised regularly

Total Quality Management (TQM)

  • Organisation of the business with quality at its core and with every worker responsible for quality

    • Benefits

      • Quality in all aspects of the business improves efficiency

      • A culture of constant improvement exists within the business

    • Drawbacks

      • All workers must be committed and receive significant continued training

      • Careful monitoring and control is required

Continuous Improvement (Kaizen)

  • Kaizen involves a business taking continuous steps to improve productivity through the elimination of all types of waste in the production process

    • Changes are small and ongoing rather than significant one-off’s and are constantly reviewed to ensure that the desired positive impact on productivity is achieved

Graph showing productivity over time. Dotted line indicates continuous improvements; solid stepped line shows one-off improvements. Y-axis: productivity, X-axis: time.

Kaizen Versus One-off Improvements 

  • Elements of Kaizen commonly include

    • Total Quality Management

    • Just in Time stock management

    • Teamwork and quality circles

    • Zero defects  in manufacturing

    • High levels of automation

    • High levels of cooperation between workers and management

  • Kaizen requires a long-term management commitment to change 

Competitive Advantage from Quality Management

  • The quality of a businesses products can provide a competitive advantage

    • Unit costs are likely to be low if a business takes a preventative approach through the use of quality assurance or TQM

      • Low costs may allow a business to reduce its selling price to better compete with or undercut its rivals

    • Increased finance may be available to fund marketing activity to improve brand recognition and attract new customers 

    • High levels of quality can be used in promotional activity and provide a unique selling point for businesses in competitive markets

    • Successfully developing a USP for quality can ease expansion into new markets as a result of the positive reputation it creates

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