Importance of Quality  

• Poor quality raw materials mean the finished product is not high quality.  It may not be durable or reliable resulting in customer complaints. 

• If production process is poor quality, finished products may be faulty or not saleable – meaning waste, increased costs, and reduced profits.

• If the after-sales service – handling queries about the product or dealing with complaints effectively – is poor and customers have a bad experience, they will not return and may give negative feedback to other potential customers.

• Organisations with a reputation for good customer service may be able to charge higher prices and customers will remain loyal. 

• Worker morale will be higher knowing they are producing a good quality product, resulting in lower absenteeism, lower staff turnover and more productive workers.   

Methods of Ensuring High Quality

Quality Control

• Quality control involves checking the product at the end of the production process.

Advantages

• Faulty goods are removed so do not reach the customers.

Disadvantages

• This method is wasteful as finished products cannot be sold and may not be recycled.

Quality Assurance

• Quality assurance is a preventative approach. The emphasis is on anticipating potential problems and dealing with them before poor quality occurs.
• It is a ‘right-first-time’ approach in which all employees are expected to take responsibility for quality.

Advantages

• Products will be checked throughout the production process so mistakes are spotted earlier and can be reworked – thus reducing waste.

Disadvantages

• Organisations must devote time to devising and maintaining procedures.
• Production rates may be slowed by frequent checking.

High Quality Inputs

• By using high quality raw materials at the input stage, the quality of the finished good should be high.

Advantages

• Skilled and well-trained staff follow procedures correctly, making fewer errors.
• Well maintained equipment should reduce damage and mistakes, preventing waste.

Disadvantages

• High quality raw materials will cost more thus increasing the price of finished products and impacting on competitiveness.

Quality Circles

• A Quality Circle is a group of workers who volunteer to meet and discuss ways of improving the quality of the product and production processes.

Advantages

• Members are employees who are directly involved in production or sales, and so can contribute high quality and relevant ideas to management.
• QCs are motivational to staff who enjoy their involvement in the process, which improves the likelihood of a high-quality product being made.

Disadvantages

• QCs take workers away from production and workers may resent if recommendations are not taken up.