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

What is Quality? products working to expectation In your opinion what factors contribute to a Quality Product? 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

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

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

THE STRATEGIES

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

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

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

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

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)

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

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

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

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.

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

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.