U10: QUALITY
I. Introduction
VOCABULARY
Word/ Word Pronunciation Meaning Example
No.
Phrase form (in English) (sentence)
1 top-notch adj /ˌtɒp ˈnɒtʃ/ excellent; of the Even though the conference
highest quality organizers provided top-
notch equipment and
attentive service, a few
glitches were inevitable.
2 scrap cost n /skræp kɒst/ an estimated cost that The scrap cost of an asset
a fixed asset can be differs based on the method
sold for after factoring of depreciation a company
in full depreciation adopts.
3 warranty cost n /ˈwɒrənti kɒst/ a cost that a business These are metrics that
expects to or has assess the product use in the
already incurred for field in terms of its
the repair or maintenance, upkeep, and
replacement of goods warranty costs.
that it has sold
4 go up in idiom /ɡəʊ ʌp ɪn if your plans, hopes, Hopes of an early end to the
smoke sməʊk/ etc. go up in smoke, dispute have gone up in
they fail completely smoke.
5 public-sector adj /pʌblɪk used to refer to Unions have rejected the
ˈsektə(r)/ businesses and government's pay offer for
industries that are public-sector workers.
owned or controlled
by the government
6 accreditation n /əˌkredɪˈteɪʃn/ official approval The Accreditation of Prior
given by an Learning scheme allows
organization stating work experience to be
that added towards
somebody/something qualifications.
has achieved a
required standard
7 proprietor n /prəˈpraɪətə(r)/ the owner of a Enquiries must be made to
business, a hotel, etc the proprietor.
8 prerequisite adj /ˌpriːˈrekwəzɪt/ that must exist or They had to agree to certain
happen before conditions as a prerequisite
something else can of being lent the money.
happen or be done
9. vendor n /ˈvendə(r)/ a company that sells a Contact their vendor and
particular product ask them their rates.
10 appraisal n /əˈpreɪzl/ a judgement of the He had read many detailed
value, performance or critical appraisals of her
nature of work.
somebody/something
11 frontline n /ˈfrʌntlaɪn a person who is These frontline leaders
manager ˈmænɪdʒə(r)/ responsible for a team typically make up the
of frontline employees largest group of managers
who contribute to the in an organization.
day-to-day activities
that make an
organization run
II. Quality
1. Product quality
1.1. Definition
- Quality
- Product quality
1.2. Dimensions
Performance, features, reliability, conformance, durability, serviceability, aesthetics,
perceived quality.
2. The importance of quality
2.1. Introduction
Show how the global admirability of Apple is partly based on product quality.
- Apple: A global top-notch tech company that designs, develops, and manufactures
consumer electronics, software, and online services.
- According to the evaluation of the list of the nine attributes of Fortune’s, Apple is
assumed to be the most admired company overall and ranks first position in all
criteria, of which there is the quality of products and services.
2.2. To firms
2.2.1. Higher profitability
2.2.2. Reduce risk possibilities
- Common product quality-related risks that companies face.
- Example: Samsung’s Galaxy Note 7 Recall.
2.2.3. Meeting or exceeding industry standards
- Explanation about industry-specific standard obligations.
- Illustration: The Volkswagen (VW) emissions scandal.
2.3. To customers
2.3.1 Meet customer expectations
How quality affects customer purchase experience.
2.3.2 Higher level of satisfaction & trust => loyalty
3. Total Quality Management (TQM)
3.1. Philosophy and principles of TQM
3.1.1. Philosophy
- Introduction.
- Definition.
- Purpose.
3.1.2. Principles
- Create a constancy of purpose.
- Adopt the new philosophy.
- Cease dependence on inspection.
- Do not award business based on price tag alone.
- Improve constantly the system of production and service.
- Institute training.
- Adopt and institute leadership.
- Drive our fear.
- Break barriers among staff areas.
- Eliminate slogans, exhortations and targets.
- Eliminate numerical quotas.
- Remove barriers.
- Institute a program of education and self-improvement.
- Take action to accomplish the transformation.
3.2. Key components of a successful TQM
8 elements divided into 4 groups:
- Foundation: Ethics, Integrity and Trust.
- Building Bricks: Training, Teamwork and Leadership.
- Binding Mortar: Communication.
- Roof: Recognition.
4. Measurement of quality
4.1. How to measure product quality
4.1.1. Indicators of quality measuring
4.1.1.1. Measuring product quality
Performance, features, dependability, conformity, durability, serviceable, appearance,
conceived quality.
4.1.1.2. Measuring service quality
Dependability, receptiveness, competence, courteousness, integrity, accessibility,
communication.
4.1.2. Methods of measuring quality
- Step 1: Outline the significant characteristics and their measurement.
- Step 2: Establish criteria for those characteristics.
- Step 3: Control and regulate the process in order to meet the criteria.
- Step 4: Spotting errors at the correct time.
4.2. The aims of measuring product quality
- To recognise errors.
- To highlight opportunities.
5. How to improve product quality
5.1. Methods of improving product quality
5.1.1. Create a culture of quality
5.1.2. Assess procedures regularly
Methods recommended: Keeping processes and technologies up-to-date, paying attention
to scheduled maintenance, utilizing software to keep track, and organizing internal
training sessions frequently, especially by implementing the Training Within Industry
(TWI).
- Definition of TWI.
- 4 core components of TWI: Job Instruction Training, Job Relations Training, Job
Methods Training, and Program Development.
5.1.3. Establish a Quality Management System (QMS)
- Definition.
- Aim: Consistency -> Retain the clientele and build an excellent reputation.
- Benefits:
Fulfill customer needs.
Fulfill organizational needs.
→ Ensuing advantages: Defining and enhancing processes, minimizing waste, cost
reduction, expediting training opportunities, etc.
- Example: ISO 9001:2015.
5.1.4. Technological upgrade and employee training
5.1.4.1. How technology can help corporations to improve the quality of product?
5.1.4.2. How skilled and experienced workers can help corporations to improve the
quality of products?
5.1.5. Spy on competitors
5.1.6. Implement “Product Testing campaign”
There are six types of product testing:
- Concept testing.
- Q/A testing.
- A/B testing.
- Market testing.
- User testing.
- Regression testing.
5.2. Example - Starbucks
III. Summary
