3.3 The concept of quality

• What is the definition of quality in business?

  Meeting customer expectations
• What does Total Quality Management (TQM) involve?

  Continuous improvement by all employees
• Order the timing of quality management approaches:

  1️⃣ Quality Assurance (QA): Before production

  2️⃣ Quality Control (QC): During production

  3️⃣ Total Quality Management (TQM): Ongoing
• High-quality products are durable and long-lasting.
• Match the quality management approach with its timing:

  Total Quality Management (TQM) ↔️ Ongoing

  Quality Assurance (QA) ↔️ Before production

  Quality Control (QC) ↔️ During production
• Quality Control (QC) focuses on identifying defects during production.

  True
• Adhering to quality standards reduces waste, rework, and errors
• What is a Quality Control (QC) technique that involves randomly selecting products for testing?

  Sampling
• Steps in implementing Total Quality Management (TQM)

  1️⃣ Employee empowerment

  2️⃣ Data-driven decision making

  3️⃣ Continuous improvement
• What advantage does a strong brand image provide to a business?

  Premium prices
• What are two key outcomes of delivering high-quality products or services?

  Customer satisfaction and loyalty
• Reliable performance is a key aspect of quality.


  True
• Total Quality Management (TQM) involves all employees in ongoing improvement.
• What are the consequences of low-quality products or services?

  Customer dissatisfaction and loss of sales
• Quality Control (QC) focuses on identifying defects during production.


  True
• Quality Assurance (QA) ensures products meet quality standards before production
• Why are quality standards important for businesses?

  Ensure consistency
• Match the aspect of quality standards with its importance:

  Consistency ↔️ Meets customer expectations

  Efficiency ↔️ Reduces waste and rework

  Brand Reputation ↔️ Builds customer trust
• Quality Assurance (QA) focuses on setting and documenting quality standards.


  True
• High-quality products lead to higher customer loyalty
• Focusing on quality can strengthen a business's market position.


  True
• Adhering to quality standards reduces waste and errors, leading to cost savings for the business.

  True
• What does a strong brand image allow a business to do?

  Charge premium prices
• What are two negative consequences of low-quality products or services?

  Customer dissatisfaction and loss of sales
• What does Total Quality Management (TQM) involve?

  All employees
• Match the quality management approach with its focus:

  TQM ↔️ Continuous improvement

  QA ↔️ Meeting standards

  QC ↔️ Identifying defects
• Adhering to quality standards improves operational efficiency by reducing waste
• Total Quality Management (TQM) involves continuous improvement and employee empowerment
• What is one advantage of operational efficiency and cost savings achieved through quality standards?

  Cost advantage
• High-quality products are long-lasting
• Match the quality management approach with its focus:

  Quality Assurance (QA) ↔️ Defining quality standards

  Quality Control (QC) ↔️ Identifying defects

  Total Quality Management (TQM) ↔️ Continuous improvement
• Aesthetics is a factor that contributes to the quality of a product or service.


  True
• What is the primary goal of Quality Assurance (QA)?

  Ensuring products meet standards
• What is a quality management approach that involves all employees in continuous improvement?

  Total Quality Management
• Match the quality management approach with its focus:

  TQM ↔️ Continuous improvement

  QA ↔️ Meeting standards

  QC ↔️ Identifying defects
• Meeting quality standards enhances a business's brand reputation.


  True
• Rework in QC involves fixing or replacing defective products
• What is the main goal of Total Quality Management (TQM)?

  Exceed customer expectations
• Match the impact of quality with its benefit:

  Customer Satisfaction ↔️ Steady revenue stream

  Brand Reputation ↔️ Ability to charge premium prices

  Operational Efficiency ↔️ Cost advantage over competitors
• A reputation for quality helps build a strong brand image