The concept of quality

• What does it mean if a product or service is of good quality?


  It means that it is of a high standard.
• What factors contribute to the quality of a product?

  Quality can come from how well a product is made, the use of high-quality raw materials, and ensuring longevity and functionality.
• How should businesses handle faults in their products or services?

  Businesses should deal with faults quickly and efficiently.
• What are some indicators of quality in a business's facilities and employees?

  Clean and tidy facilities, and polite employees.
• What do customers expect regarding the quality of goods and services?

  Customers expect to receive a product or service that performs as described and is of reasonable quality.
• What ethical considerations do customers have regarding products?


  Many customers expect products to be produced in an ethical and sustainable way.
• How does a reputation for high quality affect a business?

  It is likely to lead to a higher chance of business success and growth, providing a competitive advantage.
• What are the consequences of having a reputation for poor quality?

  It can lead to fewer customers and reduced business success.
• What are the two ways businesses manage quality?

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

  Quality control is the process of inspecting products and services to ensure they meet high standards.
• How can businesses gather feedback for quality control?

  Through customer questionnaires conducted at the point of sale or electronically.
• What role do factory inspectors play in quality control?

  They ensure that products meet the required standard before reaching customers.
• What is the primary focus of quality control?

  Identifying faulty goods
• What does quality control aim to do with problems and faults?

  Identifies and fixes problems and faults
• What is a disadvantage of quality control methods?

  They only identify faults at the end of production, which may be more expensive to fix.
• What does TQM stand for?

  Total Quality Management
• What is the primary focus of Total Quality Management (TQM)?

  Creating a culture of quality within a business
• How does TQM aim to create a competitive advantage for businesses?

  By making quality management the responsibility of all employees
• What role do standardized processes play in TQM?

  They ensure consistency and effectiveness in each part of a business
• Who is responsible for quality in quality control?

  One individual or a specific team of individuals
• What areas of a business does TQM aim to tackle?

  From sourcing and production to sales and after-sales service
• Why is maintaining quality important for businesses?

  It helps them produce high-quality products and services
• What is at the heart of quality control?

  The product
• How does understanding customer needs contribute to competitive advantage?

  By meeting customers’ needs and expectations
• What is one of the main benefits of maintaining quality for a business?


  It helps to build a strong brand image.
• Why does managing quality become increasingly difficult as businesses grow?

  Because larger businesses may require extensive quality management facilities and dedicated employees.
• What are some advantages of TQM for a business?

  • Cost reduction
  • Increased efficiency
  • Increased customer satisfaction
  • Reduced waste and errors
• What are some disadvantages of TQM for a business?

  • The cost of training
  • Can be difficult and time-consuming to introduce
  • All employees must believe in TQM for it to be successful
• What is the primary focus of quality assurance?

  Improving the production process
• What is quality assurance?

  Quality assurance is a process of carrying out quality checks at specific stages during the production process.
• What does quality assurance establish?

  A good system for quality management
• Who is responsible for quality in quality assurance?

  Everyone involved in the manufacturing process
• How does maintaining quality provide a competitive advantage?

  By offering higher quality and lower costs compared to similar businesses.
• What is a potential consequence of businesses cutting back on their quality management procedures?


  It could have an overall negative impact on the business.
• What is at the heart of quality assurance?

  The production process
• How does quality assurance benefit the production process?

  It ensures that faults and sub-standard products are found sooner rather than at the end of production.
• If a business has a product with a good reputation for high quality, what can it do?

  Charge a premium price and make more sales.
• What is a challenge faced by franchises in managing quality?

  Ensuring a consistent level of service across all outlets.
• What is the role of employees in quality assurance?

  Employees are responsible for ensuring high-quality products are produced.
• What is the relationship between high-quality products and return rates?

  High-quality products are likely to result in lower return rates.