quality of goods DONE

Question 1

“Quality

Answer 1

“Quality is about meeting the needs and expectations of customers”

Question 2

Customer loyalty

Answer 2

– they return, make repeat purchases and recommend the product or service to others.
Strong brand reputation for quality
Retailers want to stock the product

Question 3

better value for money,

Answer 3

As the product is perceived to be better value for money, it may command a premium price and will become more price inelastic

Question 4

Fewer returns

Answer 4

Fewer returns and replacements lead to reduced costs

Attracting and retaining good staff

Question 5

firms have to work hard to………

Answer 5

maintain and improve their reputation for quality, which can easily be damaged by a news story about a quality failure.

Question 6

Key aspects of quality for the customer include:

Answer 6

Good design – looks and style
Good functionality – it does the job well
Reliable – acceptable level of breakdowns or failure
Consistency
Durable – lasts as long as it should
Good after sales service

Question 7

Value for money

Answer 7

‘Value for money’ is especially important, because in most markets there is room for products of different overall levels of quality, and the customer must be satisfied that the price fairly reflects the quality.

Question 8

Some products and services are marketed seen as

Answer 8

‘basic’, having none of the extra features and benefits of more expensive alternatives. Good examples would be Easyjet and George at Asda clothing ranges. Even though it may be ‘low quality’ in terms of style or features, these products still give good value for money for their overall level of quality.

Question 9

Customers want quality ………….

Answer 9

that is appropriate to the price that they are prepared to pay and the level of competition in the market.

Question 10

good design is fundamental because

Answer 10

For the firm, good design is fundamental, so that the product can be produced efficiently, reliably and at the lowest possible cost.

Question 11

quality control

Answer 11

The process of inspecting products to ensure that they meet the required quality standards

.

Question 12

quality control - This method checks the………

Answer 12

quality of completed products for faults. Quality inspectors measure or test every product, samples from each batch, or random samples – as appropriate to the kind of product produced.

Question 13

Advantages of quality control

Answer 13

With quality control, inspection is intended to prevent faulty products reaching the customer.

This approach means having specially trained inspectors, rather than every individual being responsible for his or her own work.

Furthermore, it is thought that inspectors may be better placed to find widespread problems across an organisation.

Question 14

Disadvantages of quality control- individuals

Answer 14

A major problem is that individuals are not necessarily encouraged to take responsibility for the quality of their own work.

Question 15

Disadvantages of quality control- waste

Answer 15

Rejected product is expensive for a firm as it has incurred the full costs of production but cannot be sold as the manufacturer does not want its name associated with substandard product. Some rejected product can be re-worked, but in many industries it has to be scrapped – either way rejects incur more costs,

Question 16

Disadvantages of quality control- conclusion

Answer 16

A quality control approach can be highly effective at preventing defective products from reaching the customer. However, if defect levels are very high, the company’s profitability will suffer unless steps are taken to tackle the root causes of the failures

Question 17

The main objective of quality control

Answer 17

is to ensure that the business is achieving the standards it sets for itself.

Question 18

, it is not possible to achieve ……………..

Answer 18

perfection
. For example there will always be some variation in terms of materials used, production skills applied, reliability of the finished product etc.

Question 19

Quality control involves …………

Answer 19

setting standards about how much variation is acceptable. The aim is to ensure that a product is manufactured, or a service is provided, to meet the specifications which ensure customer needs are met.

Question 20

There are how many methods of quality control.

Answer 20

There are several methods of quality control.

Question 21

quality control is achieved through ……………

Answer 21

inspection.

in a manufacturing business, trained inspectors examine samples of work-in-progress and finished goods to ensure standards are being met.

Question 22

A definition of quality assurance

Answer 22

The processes that ensure production quality meets the requirements of customers

Question 23

This is an approach that aims to achieve quality by ………..

Answer 23

organising every process to get the product ‘right first time’ and prevent mistakes ever happening.

Question 24

In quality assurance, there is more emphasis on ‘what?

Answer 24

self-checking’, rather than checking by inspectors.

Question 25

Advantages of quality assurance include:

Answer 25

Costs are reduced because there is less wastage and re-working of faulty products as the product is checked at every stage

It can help improve worker motivation as workers have
more ownership and recognition for their work

Question 26

It can help break down the………….

Answer 26

us and them’ barriers between workers and managers as it eliminates the feeling of being checked up on

Question 27

this can help the firm gain marketing advantages with…………

Answer 27

With all staff responsible for quality, this can help the firm gain marketing advantages arising from its consistent level of quality