QUALITY

Ms. Sheamon Machado

 WHAT IS QUALITY?
Quality: features of a product that allow it to satisfy customers’ needs.

Features of Quality
Reliability
Suitability
Special features
Repairs
Physical Appearance
Customer Service

 The Importance of Quality?!

 QUALITY CONTROL

Quality Control: making sure that the quality of

a product meets specified quality standards.

It involves Quality Inspectors checking finished Goods,

detecting & cutting out final products that do not meet
the required standard.
 QUALITY CONTROL
ADVANTAGES
• Helps to prevent any faulty product/service being sold.
• Reduced time taken (Less time consuming) – It is not disruptive to production workers,
as they can continue producing while the inspectors only do the checking at the end.
(After the product is produced)

DRAWBACKS
• As quality is only checked at the end once the product is completely produced, high
wastage of resources if faulty products are identified, lead to high cost.
• Workers may feel demotivated as they not given any responsibility with regard to
quality, therefore feel they do not have to be responsible for the quality of the product
leading to high no. of faulty products.
 QUALITY ASSURANCE
Quality Assurance: working methods that take
into account customers’ wants when
standardizing quality – Meet Quality Standards.

It occurs both during and after production, and seeks

to stop faults happening in the first place.
 QUALITY ASSURANCE
ADVANTAGES
• The product quality is checked at each stage of product (to check if the quality standard
is met), therefore ensures product is not faulty thus reduced wastage of resources.
• As quality standards are implemented to each stage of the production, reduced chance
of defects found in the product. This will stop customer complaints leading to increased
customer satisfaction.

DRAWBACKS
• Time Consuming
The workers are required to check quality at each point of production therefore overall
time taken to produce the product will increase.
• Costs a lot of money to train the staff for quality checking at each stage of the
production, this will lead to increased cost therefore reduced profit margin.
 TOTAL QUALITY MANAGEMENT
Total Quality Management: managerial approach that focuses on
quality and aims to improve the effectiveness, flexibility & competitiveness
of the business.
ADVANTAGES DISADVANATAGES
Focus on Customer Needs High training & implementation
costs
Features of TQM
Quality improved in all aspects of Will only work if everyone is
• Quality Chains business committed
• Everyone is involved Wastes & inefficiencies removed May be bureaucratic
• Quality Audits Help develop ways of measuring Focus is on processes not product
• Teamwork performance

• Customer focused Improves communication &

problem solving
 FURTHER REFERENCE

• https://www.youtube.com/watch?v=V5slnfLstUo
• https://www.youtube.com/watch?v=NflVyEl-yaU
• https://www.youtube.com/watch?v=yv3SGr0naKk
 There are a number of ways businesses can
Total manage and improve the quality of the goods
and services they provide to customers.

These are:

Quality Control
of finished goods or services

Quality Assurance
at every stage of production

Total Quality Management (TQM)

 QUALITY STANDARDS
Businesses can earn a reputation for quality by following a code of
practice or gaining quality awards.

The worlds first standards body was the British Standards Institution (BSI).
One internationally recognized standard is the ISO 9000.
 QUALITY STANDARDS
Ceylon Biscuits Limited (CBL)
https://www.muncheelk.com/awards-a-certifications

CERTIFICATIONS

QUALITY AWARDS
 QUALITY & COMPETITIVE ADVANTAGE

Businesses that produce high quality products may gain a competitive

advantage in the market.

If any business can develop and produce high quality products, this could serve as a
Unique Selling Point (USP).
Higher Prices
Increased Profit Margin
 QUESTIONS
Define the term quality. (1)
Define the term quality control. (1)
Define the term quality assurance. (1)
Define the term total quality management. (1)

Explain one advantage to a business of using quality control. (3)

Explain one drawback to a business of using quality assurance. (3)
Explain one benefit to a business using total quality management. (3)
Explain one disadvantage to a business using total quality management. (3)
Explain one benefit to a business of selling quality products. (3)