Qaulity

Question 1

Importance of quality

Answer 1

• Customers are more likely to make repeat purchases
  *A good reputation is gained, which will encourage new customers to purchase from the business
  *Customers are less likely to buy from a competitor
  *Profits and sales can be maximised
  *The market share of the business can grow

Question 2

What is qaulity assurance

Answer 2

This method of ensuring quality is about getting product/services right the first time.
* Quality Assurance includes all aspects of the business and quality is checked (assured) at each stage in the process.
* This requires the commitment of the workforce.

Question 3

A & D of quality assurance

Answer 3

• Encourages employees to take pride in their work
• Less wastage.
• Employees may become de-motivated as it is a boring job.
• Quality control is a system where quali

Question 4

What is Quality control

Answer 4

• Quality control is a system where quality is usually checked at the end of the production process.
• A sample of raw materials and final products are checked for quality.

Question 5

A&D quality control

Answer 5

• Less resources required as checks * Costly in terms,s materials/labour
• Create a poor reputation are only performed once.
• Makes sure that all products which go to the customers are of a good quality

Question 6

Qaulity circle

Answer 6

Quality circles are small groups of workers who meet at regular intervals to discuss improvements in the production process – identify problems, suggest solutions.

Question 7

A & D of Qauility controls

Answer 7

●suggestions are made for approval/results in a more motivated workforce.
●practical solutions can be made
Time consuming to meet regularly – less time producing products
● Noteverysingle employee can be included

Question 8

Bench marking

Answer 8

Involves comparing one organisation to other similar organisations to research the ‘best practices’.

Question 9

A & D benchmarking

Answer 9

• It Can identify opportunities for other functions to be improved (e.g. marketing)
• It can help monitor change more easily in the organisation
• Not easy to gather information as procedures can be closely guarded.

Question 10

Mystery shopping

Answer 10

A mystery shopper is a person who poses as a real customer whilst assessing customer service levels and products offered by a company.

Question 11

Mystery shopping A & D

Answer 11

• Accurate reflection of consumer perspective
• May be aware of observation
• Staff may resent being observed/panic