QUALITY

1. QUALITY • At Higher you will need to know: • Difference between Quality Control (Inspection) and Quality Assurance (Prevention) • Quality Standards and Symbols • Benchmarking • Mystery Shopper

2. What is Quality? • products working to expectation • no problems ie reliable • produced using high standard materials/ workmanship/machinery/equipment • good appearance • delivered on time • includes an after sales service In your opinion what factors contribute to a Quality Product?

3. Why is it important? • consumers are more aware of their rights • consumers have higher expectations • magazines/press publish reports • legislation can dictate standards • competition forces improvement • encourages repeat purchases ie market share • word of mouth promotes product/ organisation • minimises wastage – lower costs can lead to profit maximisation

4. QUALITY STANDARDS - 3 STAGES • Identify standards and set targets • Monitor standards – test products • Respond to findings

5. THE STRATEGIES

6. Quality Control(Inspection) • checking of finished product • materials can be checked before production • high wastage as unsuitable products are often scrapped • costly as some products may require reworking to meet standards

7. Quality Assurance(Prevention) • checking at various stages of production process • minimises wastage – identifies problems quickly • all stages are looked at to reduce errors

8. Benchmarking • comparing one product with the “best” • introducing the best techniques as used by the market leaders • sets a target to achieve • can be a motivating factor • creates a continual improvement culture

9. QUALITY CIRCLES • groups of workers meet to discuss quality issues • they attempt to solve problems • should involve staff from all levels of the hierarchy • can improve motivation and productivity amongst staff • less resistance to change

10. Quality Management • system for doing things right the first time! • involves all staff • more than just checking the product - quality has to be evident in everything that is done • no errors are tolerated • wastage should be minimal (<3%) Previously known as Total Quality Management (TQM)

11. Requirements for success: • whole company focus on quality • full commitment from all staff • consultation at every stage of setting standards • focus on teamwork – the new ethos • vision – for the long-term • ongoing training • constant reviews of performance • always striving to improve

12. Advantages • improvement in employee morale • problems dealt with more efficiently • team ideas are more likely to be accepted • focuses on the consumer’s needs – ie quality • achieves quality in all aspects of the business • removes waste • develops effective communication procedures

13. Problems? • training and development – time consuming and costly • will only work with 100% commitment from all staff • financial cost – system design, installation, monitoring, trying again if system fails

14. QUALITY STANDARDS Marks and symbols that show a product has met a certain standard which have been awarded by the associated bodies. Gaining a Quality Standard Symbol can be a time-consuming process involving a series of checks and/or audits to be carried out.

15. BSI Kitemark • Investors in people • Scottish Tourist Board star system • AA/RAC • Lionmark • Woolmark • Conformité Européenne • BS5750 – benchmark for quality in UK • ISO09000 – international equivalent of BS5750 • Question: • Describe the benefits of quality standards to: • The organisation • The customer

16. Mystery Shopper Some organisations, often in retail, employ mystery shoppers to visit their store and make a purchase. Feedback is then given to the organisation on how the shopper found the experience and the service they received. Staff in the organisation do not normally know in advance about the mystery shopper. The reason for this is so that the service experience is accurate.