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Managing Quality (Introduction) : Quick Definitions

This document contains a quality management assessment with 8 multiple choice questions. It asks the student to define key terms like quality, quality control, and quality assurance. It also asks the student to outline costs of poor quality, factors customers use to assess quality, and disadvantages of quality inspection. Finally, it asks the student to define Total Quality Management (TQM) and outline two business advantages of implementing a TQM system. The assessment is worth a total of 25 marks.

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Malik Naseer Awan
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85 views8 pages

Managing Quality (Introduction) : Quick Definitions

This document contains a quality management assessment with 8 multiple choice questions. It asks the student to define key terms like quality, quality control, and quality assurance. It also asks the student to outline costs of poor quality, factors customers use to assess quality, and disadvantages of quality inspection. Finally, it asks the student to define Total Quality Management (TQM) and outline two business advantages of implementing a TQM system. The assessment is worth a total of 25 marks.

Uploaded by

Malik Naseer Awan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Name: Class:

Date Taken: Total Possible Marks: 25


Managing Quality (Introduction)
Complete the following questions in the time allowed by
your teacher
QuickDefinitions
Writeashort andaccuratedefinitionof thefollowingtermsrelatingtoqualitymanagement:
Upto2marksareavailablefor eachgooddefinition
2
1. Define: "quality"
2
2. Define: "qualitycontrol"
2
3. Define: "qualityassurance"
Provideoutlineanswerstothefollowingshort questionsinthespaceprovided:
www.tutor2u.net - 1 -
- 2 -
3
4. List uptothreeexamplesof costsincurredbyabusinessasaresult of poor quality
(onemarkfor eachrelevant point)
4
5. Outlineuptofour different factorsthat acustomer might usetoassessthequalityof
aproduct or service(onemarkfor eachrelevant factor)
www.tutor2u.net - 2 -
- 3 -
4
6. List uptofour waysinwhichacustomer might consider that aproduct isnot of
satisfactoryquality(onemarkfor eachrelevant suggestion)
3
7. List threepossibledisadvantagesof relyingonasystemof qualityinspection(one
markfor eachrelevant point)
www.tutor2u.net - 3 -
- 4 -
5
8. DefineandexplaintheacronymTQM (3marks) andoutlinetwoadvantagestoa
businessof implementingTQM (1markfor each)
www.tutor2u.net - 4 -
Name: Class:
Date Taken: Total Possible Marks: 25
Managing Quality (Introduction)
Complete the following questions in the time allowed by
your teacher
QuickDefinitions
Writeashort andaccuratedefinitionof thefollowingtermsrelatingtoqualitymanagement:
Upto2marksareavailablefor eachgooddefinition
2
1. Define: "quality"
Qualityisabout meetingtheneedsandexpectationsof customers
If aproduct or servicemeetsall thoseneedsandexpectations- thenit passesthe
qualitytest
2
2. Define: "qualitycontrol"
Theprocessof inspectingor checkingproductstoensurethat theymeet therequired
qualitystandards
Canbeperformedduringtheproductionprocessor bycheckingthequalityof
finishedgoods&services
2
3. Define: "qualityassurance"
Theprocessesthat ensureproductionqualitymeetstherequirementsof customers
Qualityassuranceisabout puttingproceduresandprocessesinplacewhichaimto
"assure" qualityisachievedrather thanrelyingoncheckingthat it has
Provideoutlineanswerstothefollowingshort questionsinthespaceprovided:
www.tutor2u.net - 1 -
- 2 -
3
4. List uptothreeexamplesof costsincurredbyabusinessasaresult of poor quality
(onemarkfor eachrelevant point)
Lost customers(expensivetoreplace- andtheymaytell othersabout their bad
experience)
Cost of reworkingor remakingproduct
Costsof replacementsor refunds
Wastedmaterials
Damagedreputationinthemarketplace
4
5. Outlineuptofour different factorsthat acustomer might usetoassessthequalityof
aproduct or service(onemarkfor eachrelevant factor)
Relevant answersmight include:
Performance(fit for purpose)
Appearance
Availability&delivery
Reliability/ durable
Price/ valuefor money
Functions
After-salesservice
Imageandreputation
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- 3 -
4
6. List uptofour waysinwhichacustomer might consider that aproduct isnot of
satisfactoryquality(onemarkfor eachrelevant suggestion)
Relevant answersmight include:
Product fails- e.g. abreakdownor unexpectedwear andtear
Product doesnot performaspromised
Product isdeliveredlate
Poor instructions/directionsfor use
Unresponsivecustomer service
Product ispoorlypackagedor appearsdamaged
Product developsabadreputation
3
7. List threepossibledisadvantagesof relyingonasystemof qualityinspection(one
markfor eachrelevant point)
Costly- evenif inspectionisperformedusingsamplingmethods
Oftenat theendof theproductionprocess- i.e. toolate
Inconsistent inspections
Oftennot compatiblewithmodernproductionsystems
Donebyinspectorsrather thanworkersthemselves
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- 4 -
5
8. DefineandexplaintheacronymTQM (3marks) andoutlinetwoadvantagestoa
businessof implementingTQM (1markfor each)
TQM meansTotal QualityManagement
TQM isamanagement philosophycommittedtoafocusoncontinuousimprovements
of product andserviceswiththeinvolvement of theentireworkforce
Wholebusinessunderstandsneedfor qualityandseekstoachieveit
Everyoneinworkforceisconcernedwithqualityat everystageof productionprocess
Qualityisensuredbyworkersandnot inspectors
Advantages:
Putscustomer at heart of productionprocess
Motivational sinceworkersfeel moreinvolvedandarema
www.tutor2u.net - 4 -

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