U1.6 Quality Management

Question 1

What is meant by the term “Quality”

Answer 1

• a measure of excellence or the extent to which something of fit for purpose
• simply a measure of how free a product is from defects or faults
• the degree to which a good or service fulfils its requirements
• delighting the customer by fully meeting their needs and expectations

Question 2

What are some aspects of quality

Answer 2

Reliability, cost effectiveness, performance, safety, appearance, maintainability, durability, usability, after sales service and customer care

Question 3

What are the advantages to having good quality

Answer 3

• add value to a firm’s products
• a reputation based on quality = premium price
• encourages customer loyalty
• intermediaries keen to stock products
• easier to extend product portfolio
• reduce cost due to less returns and replacements
• attract good staff

Question 4

Disadvantages to good quality

Answer 4

• higher unit costs
• may not benefit from premium price
• can be stressful for workers