Unit 3.3 - The concept of quality

Question 1

Define quality

Answer 1

Meeting customer requirements

Question 2

Benefits of maintaining quality (3)

Answer 2

Higher price
Increased sales
Better reputation and image

Question 3

Costs of maintaining quality (2)

Answer 3

Staff training

Inspection

Question 4

Costs of failing to meet quality (2)

Answer 4

Disruption to services

Product recalls

Question 5

Difference between quality control and quality management

Answer 5

Quality control makes the checks and the end whereas quality management checks throughout the process - at each stage of the process

Question 6

Benefits of quality management (3)

Answer 6

Decrease costs - long run
Increase customer satisfaction
Positive reputation

Question 7

Costs of quality management (4)

Answer 7

Time consuming to introduce
High initial costs
Workers need to be trained
Potential for demotivation as increased workload

Question 8

Measuring quality (4)

Answer 8

Check them
Monitor product returns
Monitor customer complaints
Undertake customer surveys