2.4.4 - Quality Management

• What does quality mean in the context of goods and services?

  Quality means the ability of a good or service to meet customers' expectations.
• What factors can influence customers' perception of quality?

  Factors include price, brand, personal expectations and experiences, and the nature of the good or service.
• How can quality be measured or expressed?

  Quality can be measured through aesthetics, features, core aspects, actual aspects, augmented aspects, performance, and intangible aspects.
• What are some measures of quality in service provision?

  Measures include friendliness of staff, speed of service, efficiency of service, staff knowledge, cleanliness of facilities, and appearance of the environment.
• What are some methods for improving quality?

  Methods include training and motivating employees, understanding customers' expectations, using technology, and working closely with suppliers.
• What is quality control?

  Quality control is the checking of a good or service before it is delivered to a customer, typically at the end of the production process.
• What are some advantages of quality control?

  Advantages include monitoring quality, stopping faulty products from reaching customers, and identifying common problems.
• What are some disadvantages of quality control?

  Disadvantages include taking responsibility away from operatives, requiring additional personnel, and identifying problems only at the end of the process.
• What is quality assurance?

  Quality assurance involves checking a product or service at each stage of its production, relying on self-checking.
• What are some advantages of quality assurance?

  Advantages include spotting faults early, motivating workers, and enhancing the business's reputation.
• What are some disadvantages of quality assurance?

  Disadvantages include potential slowdowns in production, the pressure on workers, and opportunity costs of managers' time.
• What are quality circles?

  Quality circles are informal groups of workers who meet regularly to discuss workplace quality issues and suggest improvements.
• What is Total Quality Management (TQM)?

  TQM sees quality as the responsibility of all employees, emphasizing that each employee treats the next link in the production chain as an external customer.
• What is the philosophy behind Total Quality Management?

  The philosophy is to 'get it right first time'.
• What is Kaizen?


  Kaizen is a system focusing on small, frequent improvements in every aspect of the production process, involving all workforce members.
• What competitive advantages can result from effective quality management?

  Advantages include lower unit costs, less waste, a positive consumer image, a strong reputation, and motivated workforce.
• What are some benefits of improving quality?

  Benefits include achieving operational objectives, gaining a competitive advantage, reducing unit costs, and enhancing reputation.
• What difficulties might arise when improving quality?

  Difficulties include employee reluctance to change, the need for financial investment in training, and the reliance on good relationships with suppliers.
• What is the role of employees in quality circles?

  Employees involved in production are best placed to understand quality issues and suggest improvements.
• How does TQM relate to employee responsibility?

  In TQM, each employee is responsible for ensuring quality and treats the next link in the production process as a customer.
• What is the importance of continuous improvement in quality management?

  Continuous improvement (Kaizen) is vital for enhancing the quality of the production process and requires a motivated workforce.
• What is the significance of monitoring quality standards after achieving them?

  Once quality standards are achieved, they must be regularly monitored and reviewed to ensure they are maintained.
• How can quality management contribute to a positive word of mouth?

  Effective quality management can enhance reputation and lead to positive word of mouth among consumers.
• What is a Unique Selling Point (USP) in relation to quality?


  A Unique Selling Point is a feature that differentiates a product or service based on its quality, attracting consumers.
• What does quality mean in a business context?

  Meeting customer expectations
• Customers’ perceptions of quality can vary based on their individual expectations
• Match the factors influencing quality perception with their descriptions:

  Price ↔️ Cost of the good or service

  Brand ↔️ Reputation of the product

  Personal expectations ↔️ Individual customer beliefs

  Nature of good or service ↔️ Specific product characteristics
• What is meant by the term "aesthetics" in quality measurement?

  Physical appearance
• The core aspect of quality refers to the basic abilities or functionality
• Performance in quality measurement includes reliability and durability
• Match the intangible aspects of quality with their examples:

  Brand name ↔️ Reputation of the product

  Reputation ↔️ Customer perception
• What is one key measure of quality in service industries?

  Friendliness of staff
• Staff knowledge is a crucial factor in ensuring the efficiency of service.
• Arrange the methods of improving quality in the correct sequence:

  1️⃣ Training and motivating employees

  2️⃣ Understanding customers’ expectations

  3️⃣ Using technology

  4️⃣ Working closely with suppliers
• Quality control involves checking a good or service at the end of the process.
• Quality control relies on an inspection process.
• What is a disadvantage of quality control?

  Problems identified at end
• What is quality assurance focused on in production?

  Checking at each stage
• Many businesses adopt Total Quality Management (TQM) to achieve quality assurance.
• Quality assurance aims to achieve zero defects in production.