Operations Homework No.

3
Example Answer
Question 1
Explain some of the measures companies take to ensure their products are
of a high quality. (2005Q3d) – 9 marks

Quality is important to the success of organisations and there are several options
available to companies to improve the quality of their products. At the most basic
level the organisation can ensure that they choose a supplier who can provide
raw materials of a high standard. Other methods are explained below:

Benchmarking – this is where a company compares its production techniques

with another company in the same industry sector (the market leader)
with the aim to copy these techniques.

Quality Control – this is where products are checked at the end of the
production process. Products which fail to meet standards defined are
discarded or sent back for reworking.

Quality Circles – small groups of workers meet on a regular basis to discuss

where improvements can be made. The workers make suggestions to
management for their approval. This results in a more motivated workforce.

Total Quality Management – with this method no errors are tolerated. All staff
are involved and must be committed to ensuring high quality in all of their
work. Workers have to consider the next person in the production line as their
customer. There is a constant effort to make processes more efficient and
to reduce waste. Teamwork is encouraged, with training provided to
ensure that staff are fully aware of what is expected of them.

Quality Standards – these are national standards which organisations set out
to achieve eg the BSI Kitemark. Other quality symbols also exist eg the Lion
marks on eggs.

Recruitment – staff are a key asset to an organisation, so it is crucial that

organisations recruit workers with the right skills and qualities.