4.2 Quality of goods and services

• What does quality in business refer to?

  Meeting customer needs and expectations
• What does meeting specifications in quality mean?

  Meeting business standards
• Why is quality management crucial for businesses?

  Ensuring customer expectations are met
• What type of costs does effective quality management reduce?

  Rework, returns, and waste
• What are key aspects of product quality?

  Performance, features, reliability
• What does durability in product quality refer to?

  Length of product lifespan
• What does assurance in service quality refer to?

  Inspiring trust and confidence
• The empathy aspect of service quality involves providing individualized attention to customers.
• Arrange the following aspects of service quality based on their descriptions:

  1️⃣ Reliability: Ability to perform the promised service dependably and accurately

  2️⃣ Responsiveness: Willingness to help customers and provide prompt service

  3️⃣ Assurance: Knowledge and courtesy of employees

  4️⃣ Empathy: Caring, individualized attention

  5️⃣ Tangibles: Physical facilities and appearance
• Responsiveness in service quality involves a willingness to help customers and provide prompt service.
• Statistical process control is used to detect defects in finished products.

  False
• Match each quality control technique with its key features:

  Statistical Process Control (SPC) ↔️ Real-time monitoring, defect prevention

  Inspection ↔️ Quality assurance, defect detection
• Customer satisfaction is a key aspect of quality in business.

  True
• Quality management ensures products and services meet or exceed customer expectations.
• Match each reason for quality management with its description:

  Customer Satisfaction ↔️ Increases loyalty and repeat business

  Competitive Advantage ↔️ Helps businesses stand out
• A reputation for quality enhances a business's brand image and credibility.


  True
• What does durability measure in product quality?

  Length of product lifespan
• What does assurance in service quality emphasize?

  Employee knowledge and courtesy
• What is the primary goal of Statistical Process Control (SPC)?

  Defect prevention
• What does continuous improvement involve in TQM?

  Improving processes and products
• What does Total Quality Management (TQM) involve in an organization?

  All employees
• Customer satisfaction is a key aspect of quality in business.


  True
• Match the aspect of quality with its description:

  Fitness for Purpose ↔️ The product meets its intended use

  Customer Satisfaction ↔️ The customer is pleased with the product

  Meeting Specifications ↔️ The product meets business standards

  Exceeding Expectations ↔️ The product provides additional benefits
• Prioritizing quality can give a business a competitive advantage.


  True
• Match the reason for quality management with its description:

  Customer Satisfaction ↔️ Increases loyalty and repeat business

  Competitive Advantage ↔️ Differentiates from competitors

  Cost Savings ↔️ Reduces rework and waste

  Reputation ↔️ Enhances brand credibility
• Conformance in product quality refers to meeting design requirements and complying with regulations.

  True
• Match the aspect of service quality with its example:

  Reliability ↔️ Fixing a product correctly the first time

  Responsiveness ↔️ Resolving customer inquiries promptly

  Assurance ↔️ Providing expert guidance

  Empathy ↔️ Catering to guest needs

  Tangibles ↔️ A clean, modern retail store
• What does the assurance aspect of service quality emphasize?

  Knowledge and trust
• Match each aspect of service quality with its description:

  Reliability ↔️ Ability to perform the promised service dependably

  Responsiveness ↔️ Willingness to provide prompt help

  Assurance ↔️ Knowledge and trust inspired by employees

  Empathy ↔️ Caring, individualized attention

  Tangibles ↔️ Physical facilities and appearance
• Statistical process control uses real-time monitoring to prevent defects.
• Quality includes ensuring the product is fit for purpose.
• What is an example of exceeding expectations in quality?

  Extended battery life
• Quality differentiation can provide a competitive advantage to businesses.


  True
• Businesses that prioritize quality gain a competitive edge
• An example of performance is a high-speed blender that purees fruits
• An example of reliability in service quality is a repair service that fixes the product correctly the first
• Match the quality control technique with its description:

  Statistical Process Control (SPC) ↔️ Uses statistical methods to monitor the production process

  Inspection ↔️ Examines finished products to ensure they meet standards
• One of the key principles of TQM is customer focus
• What does "Continuous Improvement" refer to in TQM?

  Improving processes, products, and services
• Match the aspect with its description in TQM:

  Focus ↔️ Inspection and correction of defects ||| Continuous improvement of processes

  Responsibility ↔️ Quality department ||| All employees