3. Quality Assurance

• Define the term quality

  Quality is a measure of excellent or the extent to which something is fit for its purpose. For most people the term quality will include aspects such as reliability, safety, durability, usability, after seals service and customer care
• State two impacts at quality will have on a business's success

  One reason is quality adds value to a firms products as if a firm can build a reputation based on quality it will be able to charge premium prices for its goods and services

  Another reason is quality reduces costs as if the quality of a product is high it should lead to fewer returns and replacements and this in turn will lead to lower, rather than higher costs
• List three ways quality can be measured

  Quality can be measured by the amount of sales, the number of customer complaints or the market share as if a business has an expanding customer base that could indicate that the business is growing
• Define the term customer service excellence standard

  The government has developed this for public service organizations to improve their effectiveness and efficiency. This standard places important on members of public and ensures that they are top priority in public service provision
• List two ways of business can achieve the customer service excellence standard

  To achieve this emphasis is placed on the delivery of service and whether the service is delivered on time
• List two reasons why a business in the public service would want to achieve the customer service excellence award

  One reason a business may want to achieve this award is to encourage continuous improvement in the delivery of public services

  Another reason a business may want to achieve this award is it encourages individuals and teams to learn new skills when dealing with customers
• Define the term ISO 9001

  ISO 9001 is a business management standard award designed to help organizations manage their processes. The standard looks at how the business has implemented quality assurance in the areas of facilities, people, training, services and equipment
• List three areas that ISO 9001 looks at in a business 

  The first area is how the business trains its staff, another area is it checks that its products or services are of high quality and the final area is how the business uses its resources
•  Give two advantages of a business having an ISO 901 award

  The first advantage for the business having the award is a greater efficiency and less waste. Another advantage is increased customer satisfaction which leads to more sales and more profit
• Give two disadvantages of a business having an ISO 9001 award

  The first disadvantage is the cost involved in getting and keeping the award. The second disadvantage is the time involved in the process of getting the award
• Explain the quality standard European foundation for quality management (EFQM)

  The EFQM was created in order to encourage European business organizations to improve their standards. The EFQM model has nine criteria; leadership, policy and strategy, people, people results, partnership and resources, processes, customer results, society results and key performance results 
• Explain the quality standard Investors In People IIP

  At the centre of this award is the importance of the people who work in the business and the need to invest in their training and development. IIP establishes a level of good training practice so that the people in the business can help the business achieve its goals
• List three reasons for the IIP standard

  The IIP scheme is about resolving all the people issues in the business, it's also about improving the skill levels of all staff and finally it's about encouraging people to improve their own performance
• Give three reasons why a business would apply for a quality award

  The first reason a business may apply for a quality award is having the award is good for the image of the business and better corporate image will lead to more sales and profit.

  Another reason for having a quality award is assures the public that the business's product or service is good

  The final reason is it gives the business an advantage over competitors leading to more sales and more profit