01. Discuss how either good or poor quality affects you personally as a customer
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Question
01. Discuss how either good or poor quality affects you personally as a customer. Give specific examples and describe an experience in which your expectations were met exceeded. or not met when you purchased goods or services. Did your experience changed your regard for the organization and or product or service? How? 02. Discuss the interrelationships among Deming's 14 Points. How do they support each other? Why must they be viewed as a whole rather than separately? Q3. Describe the similarities in the quality improvement philosophies of Deming. Juran. and Crosby. Q4. Why do organizations measure customer satisfaction and engagement? List some of the reasons why customer satisfaction efforts fail to produce useful results. Q5. Define employee empowerment What are the activities included? What are the objectives of an effective employee empowerment system? What advantages does employee empowerment offer to an organization over traditional management practices? 06. List the basic Characteristics of Quality Leaders. Give examples and brief explanation of Q7. Define the concept of teamwork. Identify and describe the five stages of the team's life Q8. Why is it important to assess workforce engagement and satisfaction? How do Q9. Define process management and list the major activities involved in process management. Q10. Differentiate between value-creation processes and support processes. each. How does leadership style differ than traditional management style? cycle. List some of the advantages offered by teamwork. organizations measure workforce effectiveness?Explanation / Answer
Answer 1: Why Is Quality Important for a Business:
Managing quality is crucial for small businesses. Quality products help to maintain customer satisfaction and loyalty and reduce the risk and cost of replacing faulty goods. Companies can build a reputation for quality by gaining accreditation with a recognized quality standard, such as ISO 9001, published by the International Organization for Standardization.
Customer Expectations
Your customers expect you to deliver quality products. If you do not, they will quickly look for alternatives. Quality is critical to satisfying your customers and retaining their loyalty so they continue to buy from you in the future. Quality products make an important contribution to long-term revenue and profitability. They also enable you to charge and maintain higher prices.
Reputation
Quality influences your company’s reputation. The growing importance of social media means that customers and prospects can easily share both favorable opinions and criticism of your product quality on forums, product review sites and social networking sites, such as Facebook and Twitter. A strong reputation for quality can be an important differentiator in markets that are very competitive. Poor quality or a product failure that results in a product recall campaign can create negative publicity and damage your reputation.
Meeting Standards
Accreditation to a recognized quality standard may be essential for dealing with certain customers or complying with legislation. Public sector companies, for example, may insist that their suppliers achieve accreditation with quality standards. If you sell products in regulated markets, such as health care, food or electrical goods, you must be able to comply with health and safety standards designed to protect consumers. Accredited quality control systems play a crucial role in complying with those standards. Accreditation can also help you win new customers or enter new markets by giving prospects independent confirmation of your company’s ability to supply quality products.
Costs
Poor quality increases costs. If you do not have an effective quality control system in place, you may incur the cost of analyzing nonconforming goods or services to determine the root causes and retesting products after reworking them. In some cases, you may have to scrap defective products and incur additional production costs to replace them. If defective products reach customers, you will have to pay for returns and replacements and, in serious cases, you could incur legal costs for failure to comply with customer or industry standards.
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