Ads411 (Tutorial)

1.
Define the term quality (5m)

● A dynamic state associated with product, services, people, processes and
environments that meets/exceeds expectations and helps produce superior
value according to Goetsch & Davis, 2014.
2. Why do you think quality practice is important in organization (10m) .
● Quality practice is important in an organization because through quality of

product can maintain customer satisfaction or in other words it also can
retain customers loyalty and indirectly it can affect company growth and
performance . There are several reasons why quality practice is important in
an organization . First and foremost , through quality practice can give
different customer expectations . Customers were assumed that they would
get the quality product from the sellers . They can have another platform to
look for other alternatives if something bad happens to the product . Through
boosting customer satisfaction can saves money on marketing for
organizations . Secondly , quality practice is important to take care of
company reputation . Nowadays is a social media era in which the customers
can easily share both favorable opinions and criticism when the product does
not have a quality . Thirdly , quality practice is also important in an
organization because It can affect the costs of production . Poor quality can
increase the cost of a product where waste is expensive when the
organization does not take any quality control measures . Last but not least ,
quality practice is an important thing in an organization because it can avoid
legal liability . Through quality control it can help the business to avoid harm
to customers and lead to expensive liability claims and lawsuits . Quality
control can help the organizations to reduce the mistakes and inconsistencies
that make something to be unsafe .
3. Who do you think is responsible for quality practice in organization & why? (10m)
● Quality support managers play a significant role in the market by assuring that
products meet specific origins of acceptability. This is because they plan right
or equal quality assurance programs and form quality control policies. They
also work to develop an organization’s productivity and profitability by
decreasing waste. However, everyone in the organization is responsible for
the quality of what they produce and for the process in which they are
engaged.
4. Distinguish between quality control and quality assurance (5m)
● Quality control is part of quality management focused on fulfilling quality

requirements. The process happens during or after production of goods and
services for example one-year warranty on electrical goods while quality
assurance is part of quality management focused on providing confidence
that quality requirement will be fulfilled. It can be said any action directed
toward providing goods and services of appropriate quality. It is also usually
associated with measurement and inspection activity.
5. Define the term total quality (5m)

● An approach to doing business that attempts to maximize the
competitiveness of an organization through the continual improvement of the
quality of its product, services, people, processes and environments
according to Goetsch & Davis, 2014.
6. Describe 5 key elements of total quality? (20m)

● Strategically based. An organization must have a comprehensive strategic
plan. This aims to provide a sustained competitive advantage.
● Customers focus. Can be divided into 2 parts which is internally and
externally. Internally is about the quality of people, processes and
environments related to products and services. Externally more about the
quality of product and services delivered.
● Teamwork. Uniting all departments within an organization on quality
improvement and turning internal competition into external competitiveness.
● Freedom through control. As a result of well planned and well carried out
control. Empowering employees to solve problems within their scope of
control.
● Employee engagement and empowerment. Involvement possible to
achieve good results and promote ownership of results while empowerment is
providing opportunities for voice and decision making.
7. Explain 5 differences between modern views and tradisional views? (20m)

● Productivity versus quality. The total quality view is that lasting productivity
gains are made only as a result of quality improvements.Th traditional view is
that productivity and quality are always in conflict. You cannot have both.
● How quality is defined. The total quality view is that quality means
satisfying customer needs and exceeding customer expectations.The
traditional view is that quality is defined solely as meeting customer
specifications.
● How quality is measured. The total quality view is that quality is measured
by establishing high-performance benchmarks for customer satisfaction and
then continually improving performance. The traditional view is that quality is
measured by establishing an acceptable level of nonconformance and
measuring against that benchmark.
● How quality is achieved. The total quality view is that quality is determined
by product and process design and achieved by effective control techniques.
The traditional view is that quality is inspected into the product.
● Attitude toward defects. The total quality view is that defects are to be
prevented using effective control systems and should be measured in defects
per million (Six Sigma). The traditional view is that defects are an expected
part of producing a product. Measuring defects per hundred is an acceptable
standard.

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1.

Define the term quality (5m)

2. Why do you think quality practice is important in organization (10m) .

● Quality practice is important in an organization because through quality of

● Quality control is part of quality management focused on fulfilling quality

5. Define the term total quality (5m)

6. Describe 5 key elements of total quality? (20m)

7. Explain 5 differences between modern views and tradisional views? (20m)

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