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

2. 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

3. 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

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

5. THE STRATEGIES

6. 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

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

8. 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

9. 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

10. 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)

11. 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

12. 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

13. 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

14. 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.

15. 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

16. 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.