Quality management and control (Chapter 9 and 10)

1. Quality: Quality is the ability of a product or service to consistently meet or exceed

customer expectations.

2. Quality Management: Quality management is the act of supervising all operations and
tasks to ensure a desired degree of excellence. This involves the development of a quality
strategy, quality preparation, quality assurance, quality assurance and enhancement. It is
also called full control of quality.

3. Importance of quality management: Quality management plays a key role in the

growth and success of your company. It is also a central resource in the customer
relations rivalry and aims to provide superior experience. Quality should be preserved at
all levels if the organization is to thrive. Companies should adopt a series of procedures
to achieve the highest quality and optimum output of their goods. The aim is to improve
customer satisfaction and drive entrepreneurial development.

 More Consistent Products and Increased Efficiency.

 Greater Customer Satisfaction.
 Lower Costs, Increased Profits.
 Reduced Risks.
 Fewer Human Errors.
 Keep Up With the Competition.

4. The consequences of poor quality: Poor quality, whether it sells goods or services, may
have a significant effect on any business.
 Business loss: low quality typically leads to loss of trust in a product or service,
causing consumers to often search for other solutions.

 Influencing Customer Satisfaction: Low quality products and services can

significantly affect customer satisfaction. Such goods and services allow a
company to lose its customers more easily than they can.
 Impact on Company’s Profitability: Poor quality can have a big effect on the
profitability of a business. The quality of human, physical, financial or
information factors necessary for business processes may be insufficient.
 Causing Problems with Productivity: Poor quality costs a business a large
amount of money in terms of issues of efficiency. If quality is not a proactive
measure, workers waste time on inadequate procedures and periodically repair
accidents. What processes are inefficient and how to develop them are necessary
to find out.