Page 128 - E1 Integrated Workbook STUDENT 2018

Chapter 9

Quality management and operational

improvements

7.1 What is quality?

In today’s competitive global business environment, quality is one of the key ways an
organisation can differentiate its product or service.

Quality can be defined in a number of ways:

 Is the product/ service free from errors and does it adhere to
design specifications?

 Is the product/ service fit for use?

 Does the product/ service meet customers’ needs?

A number of quality practices exist and these will be explored in this Chapter.

7.2 Quality circles

A quality circle is a small group of employees, with a range of skills
from all levels of the organisation. They meet voluntarily on a
regular basis to discuss quality issues and to develop solutions to

real problems.

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