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Quality management and quality performance play an important role in contributing to the success of businesses - NSC Business Studies - Question 6 - 2023 - Paper 1
Question 6
Quality management and quality performance play an important role in contributing to the success of businesses. The application of the PDCA model improves the qualit... show full transcript
Worked Solution & Example Answer:Quality management and quality performance play an important role in contributing to the success of businesses - NSC Business Studies - Question 6 - 2023 - Paper 1
Step 1
Outline the differences between quality management and quality performance.
Answer
Quality management refers to the techniques and tools that organizations use to control and improve the quality of their products or services. It focuses on processes, such as designing, implementing, and evaluating practices aimed at quality assurance. Quality performance, on the other hand, measures the total performance of an organization in relation to its standards and objectives. It assesses whether the organization's output meets the desired expectations of quality.
Step 2
Explain how businesses can apply the PDCA model/steps to improve the quality of their products.
Answer
The PDCA model, which stands for Plan, Do, Check, Act, serves as a cyclical framework for continuous improvement:
- Plan: Businesses identify the problem and develop a detailed plan to improve processes and systems relevant to quality. This plan should be logical and sequential for effective implementation.
- Do: Implement the plan on a small scale to test its effect. During this phase, businesses aim to accurately execute the planned changes and monitor the processes.
- Check: Evaluate the results of the implementation. Data should be used to determine whether the changes lead to improvements and identify any areas needing further refinement.
- Act: Based on the evaluation, if the trial was successful, institutionalize improvements into regular business processes. If unsuccessful, businesses should modify the plan and re-evaluate.
Step 3
Discuss the impact of total quality management (TQM) if poorly implemented by businesses.
Answer
Poor implementation of TQM can have several detrimental effects:
- Setting unrealistic deadlines may lead to unmet expectations and project failure.
- Employees might lack proper training, resulting in subpar product quality.
- Productivity may decline, affecting the overall efficiency of the business.
- The reputation of the business can suffer, resulting in customer dissatisfaction.
- Businesses may face an increase in customer complaints and a decline in sales due to detrimental feedback, which can lead to a loss of market share.
Step 4
Advise businesses on the quality indicators of the following business functions:
Answer
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Marketing function:
- Businesses should focus on understanding customer needs to tailor products effectively.
- Effective communication of products and services is essential for building strong customer relationships.
- Gathering customer feedback regularly can help in improving offerings and customer satisfaction.
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Administration function:
- Ensuring that information is accurately documented and accessible in a timely manner is crucial.
- Utilize modern technology to streamline information processing and assess business operations effectively.
- Regular evaluations and audits of administrative functions help maintain accuracy and efficiency.