Human Responsibility

Question 1

What is a Warranty?

Answer 1

A legal gurantee provided by a manufacturer or retailer aqsurring customers that products that don’t meet required standards will be replaced, repaired or refunded.

Question 2

Benefits of Offering a Warranty For Consumers & Manufacturers

Answer 2

Consumers
- builds confidence in product
- protects against unexpected repair/replacement cost
Manufacturers
- differentiates the product in competitive markets
- enahcnes brand rputation - commitment to quality
- encourages customer loyalty

Question 3

3 Types of warranty explained

Answer 3

Express warranty: Provided by manufacturer
Implied warranty: Automatically implied under consumer law
Extended warranty: Optional plan purchased by consumer to cover repair/replacement beyond standard warranty

Question 4

What is customer service?

Answer 4

Assistance and support before, during and after purchasing a product

Question 5

What is the purpose of customer service/

Answer 5

• enchances customer satisfaction
• builds brand loyalty and reputation
• differentiates business in a competitive market

Question 6

Key elements of good customer service

Answer 6

• effective communication
• knowledable staff
• problem resolution
• customer feedback collected

Question 7

Good customer service practices

Answer 7

• design for longevity
• repair support
• transparenct about lifespans/maintennance requirements

Question 8

Bad customer service practices

Answer 8

• lack of spare parts
• complex repairs
• misleading claims

Question 9

What is a consumer group?

Answer 9

Organisations that represent consumer intrests by monitoring products and services e.g. Which?

Question 10

What is the prupose of consumer groups?

Answer 10

• advocate for consumer rights
• provide independant advice + reviews
• influence legislation + corporate responsibility

Question 11

Consumer Rights Act 2015

Answer 11

Ensures goods and services meet certain standards
Protects consumersa from faulty or misleading products

Question 12

Key ideas of Consumer Rights Act

Answer 12

Goods must be:
- of satisfactory quality
- fit for purpose
- as described
Services must be:
- performed with reasonable care + skill
If not:
- full refund for 30 days
- adfter 30 days retialer must repair or replace product
- goverened by ombudsman

Question 13

Trades Description Act 1968

Answer 13

Prevents businesses from making false or misleading claims about products or services
Ensures honest advertising and protects customers being miseled

Question 14

Key ideas of Trades Description Act

Answer 14

• illegasl to sell goods with false or misleading descriptions
• price must reflect true cost of the product
• prevents exaggerated claims
• quality of service must match claims made by the seller

Question 15

Trading standards

Answer 15

Local government departments responsible for enforcing laws that protect consumers and ensure good business practices

Question 16

Key ideas of trading standards

Answer 16

• ensure products meet legal safety standards
• investigate unsafe products and remove from sale
• address misleading descriptions, pricing and advertising
• handle complaints about scams
• ensaure businesses use accurate weights + measurements
• enforce laws on counterfeit goods

Question 17

Where to find regulatory information?

Answer 17

• health & safety executive (HSE)
• british standards (BS)
• control of substances hazardous to health (COSHH)

Question 18

Process of risk assessment

Answer 18

1. Identify potential risks/hazards
2. Evaluate likelihood & severity
3. Mitigate risks through design changes and user instructions e.g. failsafe
4. Record findings

Question 19

Types of hazard

Answer 19

• Environmental e.g. fires
• Physical e.g. sharp edges, moving parts
• Ergonomic e.g. strain, worse eyesight, blue light, neck strain
• Chemical e.g. fumes, toxic spillages

Question 20

Who can be at risk?

Answer 20

• users
• operators
• maintenance staff

Question 21

Sustainable design considerations

Answer 21

• raw material conservation
• design for reuse, repair, recycling
• reduced carbon footprint during manufacturing
• ecological footprint

Question 22

What is global manufacturing?

Answer 22

Producing goods on a global sacle, often involving production facilities and supply chains in multiple countries

Question 23

Benefits and drawbacks of global manufacturing

Answer 23

Benefits
- cost reduction due to cheaper labour + materials
- access to global markets
- increased efficiceny
- scalability
Drawbacks
- quality control differecnes accross factories
- longer suply chains
- cultural + communication barriers
- environmental + ethical concerns