4.2 Quality of Goods and Services Flashcards
Define quality control.
A system of inspecting the quality of the goods or services produced and that they are of a good standard.
Define quality assurance.
An approach that involves the whole business focusing on quality, thus aiming to prevent quality problems arising.
Define quality.
Quality is about a product being fit for purpose.
What are returns?
Goods which customers take back to the shop because there are problems with the quality of the item.
What are recalls?
This is when a fault occurs with the product and the business who made it must ask retailers or customers to bring the item back to be repaired or replaced.
What is meant by ‘quality of production?’
This refers to a products or service that is fit for purpose, meets legislative rules and meets customer expectations.
Does every customer expect the highest quality?
No - sometimes when a person buys a cheap product, they will not expect it to be top quality, but will have an idea in mind of what is satisfactory quality.
List three reasons why it is important to provide quality goods and services.
Avoids waste.
Avoids recalls.
Protects/improves reputation and sales.
Avoids disrupted production.
List three advantages of quality control.
Can help prevent faulty goods being sold.
Does not disrupt production as it happens at the end.
Better reputation.
List three disadvantages of quality control.
Does not prevent waste of resources when products are faulty.
Cost of inspectors.
Does not encourage all workers to be responsible for quality.
List three advantages of quality assurance.
Less wastage, reducing production costs.
Workers feel valued and motivated, improving productivity.
Improved reputation and sales.
List three disadvantages of quality assurance.
Production may be slowed down/disrupted due to checking.
Training costs.
Workers may not like extra responsibility.
