Chapter 45 – QUALITY

1. Definition of quality

2. Features of quality for example: Ray Ban sunglasses

- Physical appearance : Does it suit the latest fashion trend?
- Reliability and durability : Can it be used for a long period of time?
- Special features : Is it UVF protected?
- Suitability : Can it be worn while driving?
- Repairs : Can the shades be replaced, if scratched
accidently?
- Customer service: How soon can it be ordered, if not available for
immediate purchase?
3. The importance of quality
- Quality is important as customers are well aware of products and their
features due to information available in the internet, resulting in
customers having higher expectations when buying products. Therefore:
 Increased competition – production and supply of high quality products
 No demand for low/poor quality products
 Government laws and rules – protect consumers from poor quality
products
 Defective products will increase costs and if sold to consumers it may lead
to bad business reputation
QUALITY ASSURANCE: The processes that ensure production quality meets the
requirements of customers.
- The AIM of quality assurance is to:
 To design a way a product/service is produced or delivered to minimise the
chances of a sub-standard /poor quality.

- The main focus of Quality Assurance will be on the product design/development

stage, where:
 A well-controlled production process will lead to an quality built-in
output
 A reliable production process may need less inspection of the output
produced (quality control)

TOTAL QUALITY MANAGEMENT – Managerial approach that focuses on quality

and aims to improve the effectiveness, flexibility and competitiveness of the
business