paper 2 quality goods and services Flashcards
what does the term quality of production mean
that a product or service is fit for purpose and meets legislation rules and customer expectations
when might a customer not expect a product to be top quality
when bought cheaply
what does the saying it costs 5x more to gain than keep a customer indicate
the importance of quality
4 benefits of providing quality goods
1 avoid waste - poor goods are returned and need to be replaced
2 avoids recall - when unsatisfactory good are sold and need to be returned and rectified
3reputation can de damaged
4disrupts production - if poor quality at the start of 5 process and needs to be improved it holds everything up
2 methods to ensure business provides quality goods
quality control and quality assurance
what is quality control
checking products meet the rquired standard
how is quality control carried out (3)
inspectors sampling goods during process, testing in labs, mystery shopper
3 advantages of quality control
helps prevent faulty goods being sold
doesn,t disrupt production as it happens during
helps build good reputation
3 disadvantages of quality control
doesnt prevent waste
costs money
doesnt encourage workers to be responsible
what is quality assurance
about preventing problems with quality it involves all employees at each stage
3 advantages of quality assurance
less waste so reduce costs
workers feel valued being given responsibility do output may increase
improved reputation and sales
3 disadvantages of quality assurance
may disrupt production as workers stop to check quality
it costs to train workers to assess the quality
workers may worry about the extra responsibility
