3.4.4

Question 1

What is quality?

Answer 1

Quality is the extent to which a product or operation meets its customers’ requirements. This means that it is ‘fit for purpose’. Achieving the desired quality has a number of benefits for a business, but quality is a subjective concept. What one customer considers high quality, another may consider low quality.

Question 2

The importance of quality:

Answer 2

Quality is the key to achieving customer needs. A high quality product is one that meets customer expectations.
- Products must have high quality to be able to compete at the right price
needs. Some businesses will differentiate themselves on having a premium quality.

Question 3

Methods of achieving quality:

Answer 3

• clear understanding of customer needs
• achieve a quality award/mark (recognition from external organisation)
• involve all employees in managing quality
• work with high quality suppliers
• adopt processes that assure quality
• invest in technology
• train employees in quality procedures

Question 4

What is quality control?

Answer 4

• about the product
• quality is checked at the end of the production process
• focus on identifying faults
• quality control is a specific role - maybe one person

Question 5

What is quality assurance?

Answer 5

• about the process
• all employees are involved in quality assurance
• quality is considered at every step of the production process
• focus on continual improvement of quality

Question 6

Difficulties in improving quality:

Answer 6

• customers’ perception of quality is constantly changing
• a successful business could let quality slip if there is no incentive to outperform rival businesses.
• improving quality can add more work so might be naturally opposed by the workforce
• measuring quality can be difficult and expensive.

Question 7

Consequences of poor quality

Answer 7

• If products need recalling this can be extremely expensive.
• Poor quality can damage brand reputation.
• There may be legal costs if customers sue the company.
• Correcting poor quality can be very expensive.