1. Management of Quality Page 161 – 166

2. Quality  A standard that usually meets the needs and/or wants of the customer.  If the customer is not satisfied, then there may be problems in terms of the control of quality during some stage of the production process.

3. Total Quality Management (TQM)  A process whereby an organisation aims to eliminate errors, waste and inefficiency in its production processes.  One of the most common forms of a quality system, although it is often adapted to suit the organisation.

4. TQM  Has the following features: A belief in continuous improvement Emphasis on teamwork & employee participation Main aim is customer satisfaction

5. TQM  There are four core TQM concepts: Continuous process improvement Customer focus Defect prevention Universal responsibility Pages 165 & 166

6. Total Productive Maintenance (TPM)  A further development of TQM.  Is best suited to application in a manufacturing environment.  Is similar to TQM in that the employees are encouraged to identify problems and initiate solutions.

7. Benefits of TPM  Increased productivity  Rectified customer complaints  Reduced manufacturing costs  Increased customer satisfaction  Decrease in accidents  Decrease in machinery pollution

8. Quality Audits  The process of checking goods or services when they are complete or during the production process to see if the product conforms to the required standard.  If the quality checks do detect a problem, it may be the case that the whole production run is ruined and by then it is too late!

9. Quality Control  A process whereby products are checked and evaluated as to whether they meet acceptable quality standards.  Is used to ensure that external stakeholders receive products that meet the quality standards they are expecting.

10. Quality Control Activities  Weighing  Testing  Safety testing  Smelling  Outsourcing  Training

11. Quality Assurance  A process whereby an organisation receives certification that its systems and processes meet accepted national and international quality standards. Page 191

12. Quality Assurance  Who may these quality standards be set by?  What does quality assurance tell consumers?

13. International Organisation for Standardisation (ISO)  “A network of national standards institutes from 140 countries working in partnership with international organisations, governments, industry, business and consumer representatives.”  Has more than 13,000 international standards.

14. Standards Australia  A quality certification organisation that grants certification to Australian organisations in line with the international standards.  The standards recognise set benchmarks that reflect a certain quality level that the item must meet.

15. Standards Australia  Australian standards are often specific and comply with local conditions, industries and regulations.  What does Standards Australia do?