3.3.3 - The concept of quality

• Why is quality important in post-sales service?

  It ensures quick resolution of faults
• What does "point of sale" refer to?

  a place of transaction
• How can businesses demonstrate quality?

  Through clean factories and polite employees
• What do customers expect from products/services?

  Performance as described and reasonable quality
• How does a high reputation for quality affect a business?

  It likely leads to success and growth
• What is the purpose of managing quality?

  To reduce faulty or substandard products
• What is quality control?

  Inspecting products to ensure high standards
• What is feedback in quality control?

  Customer questionnaires for product evaluation
• What role do factory inspectors play?

  Ensure products meet required standards
• What is the benefit of identifying faults early in production?

  It reduces costs associated with fixing issues
• What is the focus of quality assurance?

  process of carrying out quality checks at specific stages during the production process
• What is the defintion total quality management?

  Management approach that focuses on the whole production of a product - (can get employees involved)
• How does a business create a culture of quality?

  By training employees on quality expectations
• What are the disadvantages of total quality management?

  It can be difficult and time-consuming
• What are the benefits pf effective total quality management?

  • It helps meet customer needs and expectations
  • reduced waste and errors
• What is the relationship between quality and competitive advantage?

  High quality can lead to competitive advantage
• What is the role of packaging in quality assurance?

  It protects the product during transport
• What is the importance of maintaining quality in production?

  It ensures customer satisfaction and loyalty
• What is the significance of employee involvement in quality management?

  It ensures consistent quality across all processes
• what is TQM?

  total quality management
• what are some aims of total quality management:

  • maintaining quality is important to help produce high quality products
  • aims to make managing quality the responsibility of all employees to create a "culture of quality" and gain a competitve advantage
• what is 'culture of quality'?

  mindset where all employees are comitted to continuous improvement, and exceeding customer expectations
• factors of quality control:

  • focuses on identifying faulty goods
  • quality is the responsibility of of one individual or specific team
• factors of quality assurance:

  • focuses on improving the production process
  • quality is the responsibility of everyone involved in the manufacturing process
• what is the main difference between quality control and assurance?

  • Control: Inspection of products
  • Assurance: quality checks at specific stages
• costs of maintaining quality:

  • inspection costs
  • staff training
• benefits of maintaining quality:

  • additional sales
  • image/reputation
  • charge higher price