
operations 3.4 4,5
Flashcard
•
Business
•
11th Grade
•
Practice Problem
•
Hard
Annalise Slatter
FREE Resource
Student preview

18 questions
Show all answers
1.
FLASHCARD QUESTION
Front
What does quality mean in terms of products and services?
Back
ability of a product or service to meet customers' expectations. Different customers have different perceptions of quality, influenced by factors like price, brand, personal expectations, and experiences.
2.
FLASHCARD QUESTION
Front
How can quality be expressed?
Back
aesthetics, features, core aspects, actual aspects, performance, speed and efficiency of service, staff knowledge, cleanliness of facilities, and appearance of the environment.
3.
FLASHCARD QUESTION
Front
Why is quality important?
Back
it leads to lower unit costs, a positive image and reputation, a unique selling point, informed pricing decisions, and improved competitiveness.
4.
FLASHCARD QUESTION
Front
What are some methods of improving quality?
Back
raining and motivating employees, understanding customer expectations, using technology, working closely with suppliers, and implementing quality systems like quality control and quality assurance.
5.
FLASHCARD QUESTION
Front
What is quality control?
Back
checking a good or service before it is delivered to a customer, through an inspection process. It helps monitor quality, stop faulty products, and identify common problems, but may require additional personnel and result in high waste levels.
6.
FLASHCARD QUESTION
Front
What is quality assurance?
Back
checking a product or service at each stage of production, relying on self-checking. It supports systems like Total Quality Management (TQM), where quality is the responsibility of all employees.
7.
FLASHCARD QUESTION
Front
What is Total Quality Management (TQM)?
Back
TQM is a philosophy where quality is the responsibility of all employees, treating the next link in the chain as an external customer, and ensuring products are correct before passing them on. It emphasizes getting it right the first time.
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