2.3.3 Managing Quality

• what are some advantages of quality control?

  -inspections are carried out by specialists

  -it reduces the risk of a faulty product reaching the customer
• What are some disadvantages of quality control?

  -waste levels can be high as faults are only found at the end of the process

  -operatives may feel demotivated as they are ‘being checked on’
• What are some advantages of quality assurance?

  -motivated staff as everyone is given responsibility

  -less waste from reworking or scrapping faulty goods
• What are some disadvantages of quality assurance?

  -relies on commitment of all staff

  -training must be provided
• Controlling costs to gain a competitive advantage:

  Can help achieve lower unit costs

  -less waste

  -high productivity

  Additional sales

  -repeat customer

  -word of mouth advertising

  -brand loyalty

  -improved customer satisfaction

  Positive image to conumer

  -reputation

  -positive word of mouth

  Higher prices

  -customers willing to pay for quality goods and services

  Motivated workforce serving to achieve common goals
• What is the sales process?

  -The steps that take place between e.g. a sales assistant or salesperson and the customer

  -from initial communication to securing a purchase and providing after sales support
• What does the sales process involve?

  The meeting of customer expectations before, during and after purchasing a good or service
• Why is it essential for a business to have good customer service?

  In order to:

  -distinguish the product from the competition

  -to obtain repeat custom

  -to gain a good reputation
• Why is it important to provide good customer service in a number of areas?

  -reliability

  -product information

  -after sales service
• Why is product knowledge important?

  -to obtain the full benefit of a product the customer needs to know how it works

  -expert knowledge of how a product works will allow the business to inform customers when making a sale

  -good customer service based on product information can make the difference between making and losing a sale
• What should product knowledge include?

  -functions and features

  -price

  -availability

  -comparisons with other products

  -additional information e.g. warrenties