Quality

• What is essential to a business' success?

  Quality
• Why must customers be happy with products and services?

  To gain a good reputation and repeat customers
• How does quality affect a business's reputation?

  Good quality leads to a better reputation
• What does good quality generally mean?

  It is of a high standard
• What factors contribute to the quality of a product?

  How well it is made and raw materials
• What might a watch's quality depend on?

  It should tell the time correctly
• How is price related to quality?

  Higher prices often indicate higher quality
• What do customers expect when they pay more for a product?

  They expect higher quality
• What do businesses need to understand about their customers?

  What customers want and their expectations
• How can businesses use quality to gain a competitive advantage?

  By offering better products or services
• What is a competitive advantage?

  An advantage over competitors
• What is a business culture?

  The attitudes and behaviours of employees
• How can a motivated workforce affect a business?

  It can improve customer service and reputation
• Why is it important for employees to care about their customers?

  It enhances the product and service quality
• How does a business's reputation relate to its quality of service?

  A good reputation is built on quality service
• What is essential to a business' success?

  Quality
• Why must customers be happy with products and services?

  To gain a good reputation and repeat customers
• What are the two ways businesses manage quality?

  • Quality control
  • Quality assurance
• What is quality control?

  Inspecting products and services for standards
• How do businesses conduct quality control?

  • Customer questionnaires at point of sale
  • Factory inspections at production end
  • One hundred percent inspection systems
• What is the purpose of customer questionnaires?

  To ask about the service received
• What do factory inspectors do?

  Ensure products meet required standards
• What is a one hundred percent inspection system?

  All food is checked by the head chef
• What is a disadvantage of quality control methods?

  They identify faults at the end of production
• What is quality assurance?

  Quality checks at specific production stages
• Who is responsible for quality in quality assurance?

  Everyone involved in the production process
• What is required for effective quality assurance?

  • Good business culture
  • Employee awareness of quality responsibilities
  • Training and skilled personnel
• What is a cost associated with quality assurance?

  Training staff and employing skilled people
• 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
• What is at the heart of quality control?

  The product
• What is at the heart of quality assurance?

  The production process
• What does quality control focus on?

  Identifying faulty goods
• What does quality assurance focus on?

  Improving the production process
• How does quality control differ from quality assurance in responsibility?

  Quality control is for specific individuals
• How does quality assurance impact product pricing?

  It can increase costs reflected in prices
• What is essential to a business' success?

  Quality
• Why must customers be happy with products and services?

  To gain a good reputation and repeat customers
• What happens if customers are not satisfied with a business's products?

  They are unlikely to return
• How can a business gain a competitive advantage?

  By offering higher quality and lower costs
• What does a good-quality product help build?

  A strong brand image