Quality

Understanding Quality

• Quality refers to the standard or level of excellence in a good or service.
• Quality control involves checking products during the production process.
• Quality assurance is about preventing mistakes or defects in manufactured products and avoiding problems when delivering services.
• High quality is usually directly related to a high level of customer satisfaction.

Aspects of Quality

• Performance quality measures how well the product does its job.
• Consistency quality measures how much variation there is in the performance or quality level from product to product or service to service.
• Durability is another important aspect of quality.
• Aesthetics or design quality, is about how the product looks and feels.

Quality Management Methods

• Total Quality Management (TQM) is a management approach to long–term success through customer satisfaction. TQM involves all members of an organisation in improving processes, products, services and the culture in which they work.
• Six Sigma is a disciplined, statistical-based, data-driven approach and continuous improvement methodology for eliminating defects in a product, process or service.
• Lean production is an approach to management that focuses on cutting out waste, whilst ensuring quality. This approach can lower costs and improve quality and lead times.

Importance of Quality

• High-quality products help to maintain customer loyalty and result in repeat business.
• Quality directly affects the reputation of a brand.
• Better quality products and services can mean a higher selling price and hence, increase profits.
• Good quality can reduce costs. If a product is produced to a high quality, there could be less waste, which could result in cost savings.

Costs and Consequences of Poor Quality

• Poor quality can lead to product recalls or legal action.
• Poor quality can have a negative impact on brand reputation.
• Bad quality is often the cause of high levels of customer complaints.
• Poor quality products can mean more returns and replacements, which can cost the business.

Quality Legislation

• Businesses must comply with the Sale of Goods Act, which states that products must be as described, of satisfactory quality and fit for purpose.
• Services must meet the terms of the Supply of Goods and Services Act.