Unit 3.2 - quality

Question 1

Define quality.

Answer 1

Meeting customer needs and expectations with a good or service.

Question 2

Explain the difference between quality assurance and quality control.

Answer 2

Quality assurance is when a business checks the quality of a product throughout the manufacturing process whereas quality control is when a business checks the quality of a product at the end of the manufacturing process.

Question 3

Name the benefits of quality for a business. (8)

Answer 3

Increases customer satisfaction
Increases sales
Improves customer retention
Positive publicity - word of mouth promotion
Charge a higher price
Reduces costs - don’t have to deal with after sales issues - product recalls etc
Reduces waste
Higher motivated workforce - don’t have to deal with complaints

Question 4

Name the problems with producing high quality. (4)

Answer 4

Quality assurance can be expensive - training of workers, suppliers will expect higher prices for their checks
Quality control - if defaults found - cost of waste
Employ people to monitor and supervise quality checks
Can be more difficult to manage as businesses grow

Question 5

Define total quality management (TQM).

Answer 5

An approach where everyone in a business organisation plays a part to ensure that quality standards are met.

Question 6

Define quality circles.

Answer 6

A small group of volunteers who come together to discuss how quality can be improved within a business.

Question 7

Define quality chains.

Answer 7

Each person in the production process being treated as a customer who must be satisfied.​

Question 8

Define kaizen.

Answer 8

An approach involving small, continuous positive changes to the production process as well as major improvements in quality.