Before a business can measure quality, they need to decide is actually meant by "quality". Quality can include…
Specifying the properties of a product, and then testing that the product meets those standards throughout production.
A product may be measured, weighed, or have some other characteristic measured. For example, a chocolate manufacturer may weigh each bar of chocolate to ensure enough product has been manufactured and packaged.
Monitoring customer complaints and feedback. It could be feedback made directly to the business, such as customer complaints, or reviews left on websites such as TripAdvisor or Amazon. The business may also ask customers to complete questionnaires and surveys.
Some complaints will be inevitable, but the business should set a level it is comfortable with.
Mystery shoppers — a person employed by the business will pose as a customer and purchase a product or service. The other staff will not know the "customer" is actually another employee. After the transaction, the mystery shopper will report their experience back to the business. Mystery shoppers are often used in retail and hospitality sectors.
Now that the business knows what is meant by quality, it needs to ensure its products meet the required standard before they are sold to the customer. It is easier and cheaper to catch quality problems before the customer complains!
There are three main stages of production where quality should be checked.
Click on the blue arrow to see each one.
When new raw materials are delivered, they should be checked to ensure they are of expected quality or they will create production problems.
Turning raw materials into a product can involve many different processes and steps. Quality should be checked at each stage.
When the product is finished, it should be checked to ensure it is well-made and meets required standards before it is shipped to customers.
You may be asked about TQM and Kaizen. They are similar in that all staff take responsibilty for the outcome of the product or service. However, TQM is about monitoring quality; Kaizen encourages staff to suggest ways to improve quality.
When a business fails to maintain the quality of its products and services, it can result in: