Which term describes a good or service that is fit for purpose and meets the needs of a particular customer?
Quality
What is meant by 'quality control'?
A business checking that the goods it has produced have been manufactured to the required standard
What is meant by 'quality assurance'?
The systems a business uses to ensure production quality meets customer needs
What is the name for the edge a business has over its rivals when customers are prepared to pay more for its products because of their higher quality?
Competitive advantage
Which term describes a customer's judgement that a product is worth the price they pay for it?
Value for money
What is meant by 'consistent quality'?
The same standard of product or service is provided to every customer every time
What does it mean if a product is described as being of good quality?
It is fit for purpose and meets the needs of the customer
At which point does quality control usually take place in the production process?
At the end, after the goods are produced
How does quality assurance differ from quality control?
It focuses on the whole production process rather than the finished output
A furniture maker inspects quality at several points during production instead of only at the end. What is the main benefit of this?
Faults are found early, which reduces waste and production costs
How can consistently high quality help a business gain a competitive advantage?
Customers trust the brand and may pay more
How can a quality assurance system help a business to control its costs?
Less money is wasted because fewer faulty items are made
A restaurant keeps receiving complaints that its staff are rude to customers. Which action is most likely to improve service quality?
Training staff to deal with customers politely
A clothing retailer sells items that vary in quality, and some fall apart after one wash. What is the most likely impact on the business?
Its reputation is damaged and customers switch to rival shops
Two customers buy the same meal at a restaurant. One says it is excellent quality and the other says it is poor quality. Why might this happen?
They have different expectations of what quality means
During a flight, cabin crew ask passengers whether they are happy with the service. Why is it important to deal with any problem before the flight ends?
The problem can be fixed before the customer leaves
A hotel wants to use quality assurance to improve its service. Which action is most suitable?
Setting standards for every stage of a stay
A phone manufacturer recalls thousands of phones because the batteries overheat. Why does this increase the manufacturer's costs?
It must repair or replace faulty phones
A hotel chain has excellent service in some branches and poor service in others. Why is this a problem for the chain?
Customers receive different standards and the brand may suffer
A restaurant wants to monitor the quality of its customer service. Which method is most suitable?
Asking customers to complete a feedback survey
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