UNIT 10 – QUALITY
1. What does it mean by “Quality” and “ Quality Control”? 2. What should companies do to maintain the quality of their products/services effectively? 3. What do you think about the quality of Vietnamese products? What should companies do to enhance their competitiveness in competition? ANSWERS
1. The definition of quality depends on the different circumstances and perceptions. The meaning of quality is also time-based or situational. a. The definition of quality in manufacturing organizations is often different from that of services. Quality deﬁnitions in manufacturing usually focus on tangible product features. The most common quality deﬁnition in manufacturing is conformance, which is the degree to which a product characteristic meets preset standards. Other common deﬁnitions of quality in manufacturing include performance— such as acceleration of a vehicle; reliability— that the product will function as expected without failure; features— the extras that are included beyond the basic characteristics; durability—expected operational life of the product; and serviceability— how readily a product can be repaired. The relative importance of these deﬁnitions is based on the preferences of each individual customer. It is easy to see how different customers can have different deﬁnitions in mind when they speak of high product quality. b. In contrast to manufacturing, service organizations produce a product that is intangible. The intangible nature of the product makes deﬁning quality difﬁcult. Also, since a service is experienced, perceptions can be highly subjective. In addition to tangible factors, quality of services is often deﬁned by perceptual factors. These include responsiveness to customer needs, courtesy and friendliness of staff, promptness in resolving complaints, and atmosphere. Other deﬁnitions of quality in services include time— the amount of time a customer has to wait for the service; and consistency— the degree to which the service is the same each time.
Quality control is a process that is used to ensure a certain level of quality in a product or service. It might include whatever actions a business deems necessary to provide for the control and verification of certain characteristics of a product or service. Most often, it involves thoroughly examining and testing the quality of products or the results of services. The basic goal of this process is to ensure that the products or services that are provided meet specific requirements and characteristics, such as being dependable, satisfactory, safe and fiscally sound. 2. What should companies do to maintain the quality of their products or services effectively? In order to maintain the quality of what we sell, we need to carry out wise quality control program as well as good customer services. 3.1. Total Quality Control (TQC) program.
3.2.1. We have to focus on continuous improvement, tend to think of improvement in terms of plateaus that are to be achieved, such as passing a certification test or reducing the number of defects to a certain level. Because we can never achieve perfection, we must always evaluate our performance and take measures to improve it by using The Plan–Do–Study–Act Cycle. Another way companies implement continuous improvement is by studying business practices of companies considered “best in class.” This is called benchmarking.
3.2.2. We should also consider empowering all employees to seek out quality problems and correct them. The new concept of quality, TQC, provides incentives for employees to identify quality problems. Employees are rewarded for uncovering quality problems, not punished. In TQC, they are considered a vital element of the effort to achieve high quality. Their contributions are highly valued, and their suggestions are implemented. In order to perform this function, employees are given continual and extensive...
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