Quality (Edexcel IGCSE Business): Flashcards
Exam code: 4BS1
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What is meant by 'quality'?
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What is meant by 'quality'?
Quality is the features of a product that satisfy the needs of customers.
Give two things that make customers see a product as good quality.
It looks good / has a reputable brand, is reliable and durable, is safe and fit for purpose, and has good customer service (any two).
How can good quality give a business a competitive advantage?
It attracts and retains loyal customers, lowers costs (fewer defects and returns), and builds reputation as a USP.
What are the risks if a business does not maintain quality?
Losing customers to rivals, higher costs replacing faulty goods, and a poor reputation from bad reviews.
High quality with minimal defects lowers costs, allowing a business to charge lower selling to compete.
High quality with minimal defects lowers costs, allowing a business to charge lower selling prices to compete.
Define quality control.
Quality control checks quality at the end of the production process, using quality inspectors to find faults.
Define total quality management (TQM).
TQM is a whole-business approach to quality that aims to eliminate problems before they occur, involving all employees.
Give one advantage of quality control.
Specialists check standards, output is likely to be fit for purpose, and little staff training is needed.
Give one disadvantage of quality control.
Rejected goods waste resources, the cause of defects is ignored, and scrapping or reworking is costly.
Name two features of total quality management (TQM).
Teamwork, zero defects ('get it right first time'), ongoing monitoring, a focus on customer needs, and committed, trained workers (any two).
TQM aims for zero defects — a culture of getting it right first .
TQM aims for zero defects — a culture of getting it right first time.
True or False?
In quality control, faults are checked at the end of the production process.
True.
Quality control uses inspectors to check for faults at the end of production.
True or False?
In TQM, only the quality-control department is responsible for quality.
False.
In TQM, all employees are responsible for quality in every business process.
True or False?
Better quality reduces wastage and returns from unsatisfied customers.
True.
Fewer defects mean less wastage and fewer returns, which lowers costs.
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