Q&A - Can quality be measured?
Recommend on Google+
Given the importance of achieving the right level of quality, a key question is how a business can measure the effectiveness of its quality performance.
Businesses can measure quality aspects such as:
• Failure or reject rates
• Level of product returns
• Customer complaints
• Customer satisfaction – usually measured by a survey
• Customer loyalty – evident from repeat purchases, or renewal rates
However, it is important to remember that:
• Quality is subjective, it is a matter of personal opinion and what constitutes an acceptable level of quality will vary from one individual to another
• Not all aspects of quality are tangible – for example the degree of assurance given by a firm’s name or reputation can be very important even though it is hard to measure.
• Quality is always evolving because of things like improved technology, better materials, new manufacturing techniques and fresh competitors. No firm can afford to stand still as far as quality is concerned
• Whilst controlling quality has benefits to the firm, it can also be costly to do, so it is important that the benefits outweigh the costs in the long term
blog comments powered by Disqus
Measuring the competitiveness of a business [18 May 2012]
Revision Presentation - Operations and Technology [17 May 2012]
What’s going wrong at Superdry? [23 Apr 2012]
Quality control and assurance - the Trabant Way [10 Mar 2012]
Technology in action: inside the transparent factory [27 Jan 2012]
Revision Presentation - Lean Production [31 Dec 2011]
A quality control disaster turns into a new product opportunity [29 Dec 2011]
Making Profit from Waste [6 Oct 2011]
Disposing of e-Waste [15 Sep 2011]
Nurofen Plus and the importance of quality - [28 Aug 2011]
Jaguar goes for NPD investment with £5bn plan [10 May 2011]
A seal of approval - has the Royal Warrant lost its magic? [12 Feb 2011]
Lesson Worksheet - Managing Quality (Introduction) [1 Aug 2010]
Lessons from the business model of King & Allen [13 Jul 2010]
Toyota UK fights back with tv & Youtube advertising campaign on quality [26 Jun 2010]
Quality Control, the old fashioned way [21 Mar 2010]
Wipeout Challenge - Total Quality Management [4 Mar 2010]
Amazing Production Video [15 Feb 2010]
Video case study - New Balance quality in a successful UK factory [28 Jan 2010]
Video case study - product testing adds to quality [24 Dec 2009]
Q&A - Which is best - quality control or quality assurance? [19 Dec 2009]
Q&A - How can benchmarking help with managing quality? [19 Dec 2009]
Q&A - What is involved in quality assurance [19 Dec 2009]
Q&A - Explain what is involved in quality control [19 Dec 2009]
Q&A - What are the costs of poor quality? [19 Dec 2009]
Q&A - Why is quality so important in business? [19 Dec 2009]
Q&A - Define what is meant by quality [19 Dec 2009]
Revision Presentation - Managing Quality [18 Dec 2009]
Mystery Shopping - Quality Control or Staff Snooping? [28 Oct 2009]
Batch production in action - cricket bats [12 Jul 2009]
Swimsuit malfunction - a failure of quality or just the wrong size? [2 Jul 2009]
Q&A - What are goods and services? [1 Mar 2009]
Video case study - LG moves away from mass production [25 Jan 2009]
Video case study - Viability of a Recycling Firm [22 Jan 2009]
BUSINESS TEACHER RESOURCE NEWSLETTER
Get first news of business teaching resources, ideas and other materials from tutor2u. Over 9,400 business teachers from the UK and around the world receive our regular teacher email newsletters. Sign up for free here!
