1. How do we decide?

2. Product QUALITY is judged on...
Good Function
Value for money
Product QUALITY is judged on...
Durability
After-sales service
Reliability
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3. What is Quality?
Can be defined as “ability to satisfy the expectations of consumers”
How do you measure customer satisfaction??
Actual Vs Perceived quality

4. Answer all the questions (10 mins)
Airbus
Airbus produces around half of the world’s jet airliners and employs around 57,000 people at 16 sites in 4 European countries.
Airbus’ customers expect quality in the aircraft they buy.
Answer all the questions (10 mins)

5. ADVANTAGES OF PRODUCING QUALITY GOODS IMPORTANCE OF THE WORKFORCE
Quality Control
A mechanism for ensuring than an output conforms to a predetermined specification.
ADVANTAGES OF PRODUCING QUALITY GOODS
Efficient quality control depends on efficient random sampling of manufactured items
Higher prices
Reduction in waste
Less need to advertise
Reduction in customer complaints
Increased guarantee periods
IMPORTANCE OF THE WORKFORCE
Enhance the effectiveness of staff by achieving quality
Inspection

6. prevention Quality Assurance
“is a commitment by a business to maintain quality throughout the organisation.”
Inspection during the production rather than after production had taken place.
Problems and poor quality products can be prevented before final production
prevention

7. Quality Circles
“meetings of groups of workers from different levels and sections of an organisation to seek improvements in quality”
ADVANTAGES
Increase motivation of staff
Improve communication
Unlock worker potential
Put quality on the agenda
DISADVANTAGES
Cost and time
Resentment among staff not involved
Potential mismatch of staff involved
benefits to efficiency of using continuous built-in quality techniques

8. 15 mins
Explain why it is important to have the support of the workers when trying to improve quality
Discuss the advantages and disadvantages of trying to use quality circles at a local restaurant

9. Quality
Motivation
Training

10. Training
The aim of training is to change or reinforce behaviour and/or to increase skills.
In the area of quality, workers need to be made aware of the improvements they can make in their performance and the positive impact these can have on sales, profit and, ultimately, return for the worker.
Should be continuous and adapt to the business environment.

11. 5 mins
Using the example of fast food restaurant, explain why it is important to train staff carefully when trying to increase quality.

12. Quality Standards
ISO 9000 is an international standard which businesses seek to achieve.
The British Standards Institution (BSI) is an independent organisation that attempts to set quality standards in industry.
Firms seeking certification have to show that their methods and procedures meet the recognised standards and comply with requirements.
They are inspected on a regular basis to make sure that standards are being maintained.
An ISO 9000 certification can help businesses to:
Examine and improve systems, methods and procedures to lower costs
Motivate staff and encourage them to get things right first time
Define key roles and responsibilities
Ensure orders are delivered on time
Highlight problems and improvements
Give a clear signal to customers that it is taking measures to improve quality

13. The British Toy and Hobby Association (BTHA)
The British Electrotechnical Approvals Board (BEAB)
A global leader in testing, inspection and certification of domestic electrical equipment.
The Association of British Travel Agents (ABTA)
Code of practise for members
The Wool Marketing Board

14. Benchmarking can be traced back to the 1980s in the USA: the Xerox Corporation sent a team to Japan to study why Canon could sell its photocopiers at a lower price than Xerox was managing to make it own copiers for.
Benchmarking
Measures a firm’s production against the most competitive industry performance standards: it seeks out better or best practice from other organisations, and managers compare this practice to that of the firm.
Benchmarking may operate at various levels, it:
Provides basic ‘market intelligence’ information for the firm
Keeps management abreast of developments
Encourages the firm to adopt ‘best practice’.
Benchmarking used in customer service, manufgacture, hr & it

15. How and why would a business seek to improve quality?
Learning Summary
How and why would a business seek to improve quality?