Chapter 20 - quality

Question 1

What do quality products help a business do

Answer 1

» establish a brand image
» build brand loyalty
» maintain a good reputation
» increase sales
» attract new customers.

Question 2

What can happen if quality is not maintained

Answer 2

» lose customers to other brands

» have to replace faulty products or offer to repeat a service that was poor, which raises costs

» have customers who tell other people about their experiences and this will create a bad reputation, leading to lower sales and profit

Question 3

Adv of quality control

Answer 3

Tries to eliminate faults or errors before the customer receives the product or service.

» Less training is required for the workers as inspectors are employed to check quality.

Question 4

Drawbacks of quality control

Answer 4

» Expensive as inspectors need to be paid to check the product or service.

» Identifies faulty products but DOESNT FIND WHY THE FAULT HAS OCCURED and therefore is difficult to solve the problem.

» High costs if products have to be scrapped or reworked or service repeated.

Question 5

Aim of quality assurance

Answer 5

Make sure that the customer is satisfied
achieving greater sales
increased added value
increased profits

Question 6

Adv of quality assurance

Answer 6

Tries to eliminate faults or errors at all stages of production before passing on to the next stage.
» There are fewer customer complaints.
» Reduced costs if products do not have to be scrapped or reworked or service repeated.

Question 7

Drawback of quality assurance

Answer 7

» Expensive to train employees to check the quality of their own work at each stage of production.
» Relies on employees being committed to maintaining the standards set

Question 8

Adv of TQM

Answer 8

» Quality is built into every part of the production of a product or service and becomes central to the ethos of all employees.
» It eliminates all faults or errors before the customer receives the product or service as it has a ‘right first time’ approach.
» No customer complaints and so brand image is improved – leading to higher sales.
» Reduced costs as products do not have to be scrapped or reworked or service repeated.
» Waste is removed and efficiency increases.

Question 9

Disadv of TQM

Answer 9

» It is expensive to train all employees to check the product or service.
» Relies on ALL employees following TQM ideology and
accepting responsibility for quality.