3.3 The concept of quality

• What does quality in business refer to?

  Meeting customer expectations
• What is the effect of enhanced customer satisfaction on a business?

  Repeat purchases
• What does quality of design focus on?

  Product specifications
• The quality of design sets the target for quality.
• What is the purpose of a Quality Management System (QMS)?

  Ensure consistent quality
• Inspection involves checking products against defined quality standards
• What is the primary benefit of quality control methods?

  Ensure quality of conformance
• What does quality in business refer to?

  Meeting customer expectations
• What is the third benefit of ensuring high quality in business, besides customer satisfaction and brand reputation?

  Profitability
• Quality of conformance measures the extent to which the actual product meets the intended specifications
• What are Quality Management Systems (QMS) designed to ensure?

  Consistent quality
• Higher quality reduces defects and rework, leading to increased profitability
• Higher quality reduces defects, leading to cost savings and increased profits
• Quality of conformance focuses on how well the product or service is made.


  True
• The quality of conformance measures how well the actual product meets the intended design specifications
• What is the primary goal of quality control methods?

  Maintain product quality
• Sampling involves testing a portion of the output to infer the quality of the entire batch.


  True
• High-quality products enhance a brand's reputation and customer trust.

  True
• Consistently delivering high-quality products or services enhances the brand's reputation
• What are the two distinct aspects of quality in business?

  Quality of design and conformance
• Quality of design sets the target for quality, while quality of conformance measures how well the product meets that target.

  True
• Which common QMS provides a framework for establishing and maintaining a robust quality management system?

  ISO 9001
• Statistical Process Control (SPC) uses statistical data to monitor and control the manufacturing process.


  True
• What is the first key aspect of quality assurance?

  Establishing quality standards
• Why is managing the cost of quality crucial for businesses?

  Improving profitability
• High-quality products lead to satisfied customers who are more likely to make repeat purchases.

  True
• Improved brand reputation leads to positive word-of-mouth marketing.

  True
• During which stage is quality of design determined?

  Development stage
• How is quality of conformance assessed?

  During production
• ISO 9001 is a common example of a QMS.


  True
• What does Statistical Process Control (SPC) use to monitor quality?

  Statistical data
• Quality in business involves meeting or exceeding customer expectations
• High quality in business leads to satisfied customers who are more likely to make repeat purchases.

  True
• Match the benefit of quality with its description:

  Enhanced Customer Satisfaction ↔️ Customers are more likely to buy again

  Improved Brand Reputation ↔️ Builds trust and respect

  Increased Profitability ↔️ Reduces waste and errors
• Order the stages of quality measurement in business:

  1️⃣ Quality of design

  2️⃣ Quality of conformance
• Match the QMS benefit with its description:

  Improved Customer Satisfaction ↔️ Meet and exceed customer expectations

  Reduced Costs ↔️ Minimize defects and rework

  Enhanced Efficiency ↔️ Streamline processes
• What is the primary goal of inspection in quality control?

  Identify defects
• Quality assurance aims to ensure products or services meet specified standards.
• Match the cost of quality category with its description:

  Prevention Costs ↔️ Costs to prevent quality problems

  Appraisal Costs ↔️ Costs to evaluate quality standards

  Internal Failure Costs ↔️ Costs of defects before delivery

  External Failure Costs ↔️ Costs of defects after delivery
• Quality control methods are used to monitor and maintain the quality of products and services.