4.2 Quality of goods and services

• What does quality in goods and services refer to?

  Customer expectations and requirements
• High-quality goods and services directly contribute to customer satisfaction and repeat business.


  True
• Reliability is a quality characteristic specific to goods.


  True
• Arrange the following outcomes of quality in business from least to most direct impact:

  1️⃣ Reduced costs

  2️⃣ Competitive advantage

  3️⃣ Increased profitability

  4️⃣ Customer satisfaction
• What is the purpose of quality assurance in a QMS?

  Verify quality standards
• What are the quality characteristics of goods?

  Durability and reliability
• How does quality provide a competitive advantage to a business?

  Attracts customers who value reliability
• What does the CE Marking indicate on a product?

  Compliance with EU standards
• What is statistical process control used for in quality control?

  Identify and correct quality issues
• Employee involvement in TQM empowers employees to contribute to quality improvement
• Continuous improvement is a core principle of TQM


  True
• Why is customer feedback crucial for businesses?

  To drive improvement
• For goods, quality includes durability and reliability
• Match the quality characteristic with the type of product or service it applies to:

  Durability ↔️ Goods

  Consistency ↔️ Services
• Why is quality essential for businesses?

  Customer satisfaction and profitability
• A quality policy outlines an organization's commitment to continuous improvement.


  True
• Customer satisfaction is a quality characteristic unique to services.


  True
• What does quality in goods or services ensure according to the text?

  Meets customer expectations
• ISO 9001 ensures consistent quality management systems across all processes.


  True
• A quality policy outlines an organization's commitment to quality and continuous improvement.


  True
• What is the primary goal of customer focus in TQM?

  Meet customer expectations
• A key principle of TQM is focusing on meeting customer needs
• TQM differs from traditional quality management by its emphasis on a holistic, organization-wide commitment
• What does quality indicate when it meets customer expectations?

  High standard
• Quality refers to the standard to which a good or service meets the expectations and requirements of its customers
• Customer satisfaction is a quality characteristic associated with services
• What does the ISO 9001 certification ensure?

  Quality management systems
• Six Sigma focuses on process improvement to reduce errors and variation
• Statistical process control is a technique used in quality control
• For goods, quality includes durability and reliability
• Customer satisfaction from high quality leads to repeat business and positive referrals
• Arrange the following objectives of quality in business in their logical order of importance:

  1️⃣ Customer Satisfaction

  2️⃣ Brand Reputation

  3️⃣ Competitive Advantage

  4️⃣ Profitability
• Six Sigma focuses on process improvement to reduce errors and variation
• Prevention costs include training and quality planning.


  True
• What does Total Quality Management (TQM) focus on?

  Continuous improvement
• What type of decision-making is emphasized in TQM?

  Fact-based
• Match the feedback method with its benefit:

  Customer Surveys ↔️ Structured feedback on specific attributes

  Online Reviews ↔️ Real-time, unfiltered insights

  Customer Complaints ↔️ Highlights problems needing immediate attention
• High quality leads to satisfied customers and positive word-of-mouth referrals
• Effective quality management reduces costs by minimizing defects and waste
• ISO 9001 ensures consistent quality management systems across all processes