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Business Paper 2
Operations
Quality
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Created by
Evie Chalkley
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Cards (53)
What is essential to a business' success?
Quality
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Why must customers be happy with products and services?
To gain a good
reputation
and
repeat
customers
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How does quality affect a business's reputation?
Good
quality leads to a
better
reputation
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What does good quality generally mean?
It is of a high
standard
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What factors contribute to the quality of a product?
How well it is made and
raw materials
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What might a watch's quality depend on?
It should tell the
time
correctly
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How is price related to quality?
Higher prices often
indicate
higher quality
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What do customers expect when they pay more for a product?
They expect higher
quality
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What do businesses need to understand about their customers?
What customers want and their
expectations
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How can businesses use quality to gain a competitive advantage?
By offering better
products
or
services
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What is a competitive advantage?
An advantage over
competitors
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What is a business culture?
The
attitudes
and
behaviours
of employees
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How can a motivated workforce affect a business?
It can improve
customer service
and reputation
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Why is it important for employees to care about their customers?
It enhances the
product
and
service quality
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How does a business's reputation relate to its quality of service?
A
good
reputation
is
built
on
quality
service
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What is essential to a business' success?
Quality
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Why must customers be happy with products and services?
To gain a good
reputation
and repeat customers
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What are the two ways businesses manage quality?
Quality control
Quality assurance
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What is quality control?
Inspecting
products
and services for
standards
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How do businesses conduct quality control?
Customer questionnaires
at
point of sale
Factory inspections at
production end
One hundred percent
inspection systems
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What is the purpose of customer questionnaires?
To ask about the
service received
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What do factory inspectors do?
Ensure products meet required
standards
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What is a one hundred percent inspection system?
All food is checked by the
head chef
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What is a disadvantage of quality control methods?
They identify faults at the end of
production
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What is quality assurance?
Quality checks at
specific
production stages
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Who is responsible for quality in quality assurance?
Everyone involved in the
production process
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What is required for effective quality assurance?
Good
business culture
Employee awareness of
quality responsibilities
Training and
skilled personnel
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What is a cost associated with quality assurance?
Training
staff and employing
skilled
people
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Compare quality control and quality assurance.
Quality Control:
Identifies
faulty
goods
Focuses on the product
Quality Assurance:
Improves the
production
process
Focuses on the process
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What is at the heart of quality control?
The
product
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What is at the heart of quality assurance?
The
production process
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What does quality control focus on?
Identifying
faulty
goods
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What does quality assurance focus on?
Improving the
production process
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How does quality control differ from quality assurance in responsibility?
Quality control is for
specific
individuals
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How does quality assurance impact product pricing?
It can
increase costs
reflected in prices
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What is essential to a business' success?
Quality
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Why must customers be happy with products and services?
To gain a good
reputation
and repeat customers
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What happens if customers are not satisfied with a business's products?
They are unlikely to
return
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How can a business gain a competitive advantage?
By offering higher
quality
and lower costs
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What does a good-quality product help build?
A strong
brand image
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