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
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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