<4.3 QUALITY PRODUCTION>

--WHAT DOES QUALITY MEAN?--

--DEFINITION--

QUALITY refers to

--WHY IT'S IMPORTANT FOR FIRMS--

ATTRACTS CUSTOMERS
ABLE TO CHARGE A HIGHER PRICE
COMPETITIVE ADVANTAGE OVER RIVALS
BRAND LOYALTY LEADS TO RETURN CUSTOMERS
NO NEED TO REPLACE FAULTY GOODS
NO EXPENSIVE LAWSUITS

--TASK--

Apply each of the reasons above to explain why quality is important to international schools like TES.

"First and foremost quality is particularly important to international school such as TES as gaining a good reputation for providing a high quality education attracts parents who want the best service for their children, so they are willing to pay higher fees. In addition, being known for high quality gives the school a competitive advantage over other rival schools as..."

--QUALITY CONTROL--

--DEFINITION--

QUALITY CONTROL refers to the CHECKING OF THE QUALITY OF THE PRODUCT AT THE END OF THE PRODUCTION PROCESS by a QUALITY CONTROL INSPECTOR(S). As such it is 'PRODUCT-FOCUSED'.

--HOW IT IS IMPLEMENTED--

The firm establishes a QUALITY CONTROL DEPARTMENT that is responsible for making REGULAR CHECKS FOR ERRORS/FAULTS so that defective products are caught BEFORE being sent to market.
For example, OFS has a team of proofreaders who check each academic report before it is printed and sent home to parents.

--PROS & CONS--

(+) ELIMINATES FAULTS BEFORE CUSTOMER RECEIVES THE PRODUCT.
(+) FEWER CUSTOMER COMPLAINTS TO DEAL WITH.
(+) REDUCED COST OF WASTED FAULTY PRODUCTS.
(+) LESS CHANCE OF BEING SUED DUE TO FAULTY PRODUCTS.
(-) EXPENSIVE TO TRAIN WORKERS TO CHECK THE PRODUCT.
(-) CHECKING AT EACH STAGE SLOWS DOWN THE PROCESS.

--QUALITY ASSURANCE--

--DEFINITION--

QUALITY ASSURANCE refers to the CHECKING FOR QUALITY THROUGHOUT THE PRODUCTION PROCESS by ALL WORKERS. As such it is 'PROCESS-FOCUSED'.

--HOW IT IS IMPLEMENTED--

Firstly the

--PROS & CONS--

(+) ELIMINATES FAULTS BEFORE CUSTOMER RECEIVES THE PRODUCT.
(+) FEWER CUSTOMER COMPLAINTS TO DEAL WITH.
(+) REDUCED COST OF WASTED FAULTY PRODUCTS.
(+) LESS CHANCE OF BEING SUED DUE TO FAULTY PRODUCTS.
(-) EXPENSIVE TO TRAIN WORKERS TO CHECK THE PRODUCT.
(-) CHECKING AT EACH STAGE SLOWS DOWN THE PROCESS.

--TOTAL QUALITY MANAGEMENT (TQM)--

--DEFINITION--

Total Quality Management (TQM) is a management framework based on the belief that an organization can build long-term success by having all its members, from low-level workers to its highest ranking executives, focus on improving quality and, thus, delivering customer satisfaction.