1. MANAGEMENT OF OPERATIONS MAINTAINING QUALITY

2. LEARNING INTENTIONS/SUCCESS CRITERIA LEARNING INTENTIONS: I understand the different ways that organisations can try to ensure that they have a QUALITY PRODUCT or QUALITY SERVICE. SUCCESS CRITERIA: I can explain what is meant by the term quality. I can explain the reasons why organisations should focus on ensuring quality. I can explain how QUALITY RESOURCES and QUALITY SYSTEMS can contribute to product quality.

3. WHAT IS IT ALL ABOUT? The process issue of PRODUCT QUALITY deals with making sure that the products produced DO WHAT CONSUMERS EXPECT and are RELIABLE (relative to the PRICE they are sold for). Quality is an IMPORTANT ISSUE for businesses because if finished products do not meet the expectations of CONSUMERS then they will STOP USING A BUSINESS. The business could also face COURT ACTION and FINES if they have broken any laws.

4. LEGISLATION WHICH MUST BE COMPLIED WITH The following pieces of legislation must be complied with to prevent court action and fines: THE SALE OF GOODS ACT – this states that goods must be of MERCHANTABLE QUALITY. TRADE DESCRIPTIONS ACT - this law prevents businesses advertising or DESCRIBING their products FALSELY.

5. LEGISLATION WHICH MUST BE COMPLIED WITH WEIGHTS AND MEASURES ACT – this law prevents businesses from selling products that are UNDERWEIGHT or SHORT MEASURED (ie weigh less than there should be). FOOD AND DRUGS ACT - this law sets minimum standards for what must be contained in foods and makes it ILLEGAL TO SELL FOOD that is “UNFIT FOR HUMAN CONSUMPTION”.

6. QUALITY CHECKS When products are made, they should be checked at regular intervals for defects and to ensure they are meeting the relevant standards/legislation. Let’s watch an example of how this is done: http://www.bbc.co.uk/learningzone/clips/quality- control-in-bottled-drinks/5985.html

7. METHODS OF ENSURING QUALITY There are actions which a business can take to ensure they are producing good quality and these are: USING HIGH QUALITY STOCK Businesses will want to use suitably high quality STOCKS for production because if they are not then finished goods will not be of a high enough standard. This is because “rubbish in will equal rubbish out”.

8. METHODS OF ENSURING QUALITY USING HIGH QUALITY RESOURCES Businesses must make sure that the FACTORS OF PRODUCTION that they use will be of a high enough standard to produce the finished product to a suitable standard. This can be achieved by RECRUITING good quality staff with the right skills and experience Providing adequate TRAINING for staff Repairing and MAINTAINING capital equipment and replacing it when necessary.

9. METHODS OF ENSURING QUALITY QUALITY CONTROL Quality control is about checking at the END OF PRODUCTION that products are of a high enough quality. Any poor quality products that are found are scrapped or sent back to be fixed. QUALITY CONTROL HELPS IMPROVE QUALITY FOR THE FOLLOWING REASONS: Poor quality products can be found and so are prevented from leaving the business and causing problems. HOWEVER, QUALITY CONTROL DOES HAVE THE FOLLOWING DRAWBACKS: Staff are only trying to find problems and not prevent them, so mistakes can still happen and create problems The system is expensive because there will be high levels of wastage.

10. METHODS OF ENSURING QUALITY QUALITY ASSURANCE Quality assurance is about setting expected quality standards, making them clear to staff before they start work and then checking that products meet these standards at EACH STAGE OF PRODUCTION. Any mistakes found at each stage of production will be fixed before the product moves on.

11. METHODS OF ENSURING QUALITY QUALITY ASSURANCE MANAGEMENT BENEFITS: Staff are trying to actively work to high quality standards and so mistakes are less likely to happen Staff are encouraged to work for each other and so teamwork is improved The system can cut costs because it aims to prevent problems and minimise repair costs as errors can be fixed cheaply as they are found early Poor quality products are highly unlikely to leave the business and cause problems because of the standards set and the many checks that are done

12. METHODS OF ENSURING QUALITY QUALITY ASSURANCE MANAGEMENT DRAWBACKS: It is very expensive to set up the system due to training staff to meet standards and the machinery and time needed for all the quality checks Quality policies and procedures must be written and strictly adhered to, which involves a lot of paperwork and time.

13. METHODS OF ENSURING QUALITY TOTAL QUALITY MANAGEMENT: This involves the TOTAL COMMITMENT of all staff. This system aims for ZERO DEFECTS and CONTINUOUS IMPROVEMENT in quality.

14. METHODS OF ENSURING QUALITY QUALITY CIRCLES This involves groups of employees coming together with management at regular intervals in order to discuss issues of quality. They may come up with suggestions on improving quality, which, if successful, will give them job satisfaction and motivation in their jobs. This goes hand-in-hand with TQM as continuous improvement is being encouraged.

15. TASK Complete Worksheet 35 in your jotters.