Quality

What is a high quality product?

• A product that does not meet customer expectations but fulfills the customers needs at a price they are willing to pay

• A product that meets customer expectations but not at a price they are willing to pay

• A product that meets customer expectations and fulfills the customers needs at a price they are willing to pay

Quality can help determine a business success in which of the following ways

• Customer loyalty – they return, make repeat purchases and recommend the product or service to others.

• Strong brand reputation for quality, e.g. Apple

• Retailers want to stock the product

• Fewer returns and replacements lead to reduced costs

• Attracting and retaining good staff

Which of the following can lead to a poor quality product?

• Poorly motivated staff

• Outsourcing

• Lack of consistency

• All of the above

When is Quality Control carried out by a business?

• Inspection or checking of product/service is carried out at the end of production

• Inspection or checking of product/service is carried out during production

• Inspection or checking of product/service is carried out before production

Quality Assurance is carried out

• At the end of production

• During all stages of production

• During some stages of production

Total Quality Management involves

• Management

• management, workforce, suppliers, and even customers, in order to meet or exceed customer expectations.

• management and customers, in order to meet or exceed customer expectations.

Continuous improvement means...

• constantly introducing small incremental changes in a business in order to improve quality and/or efficiency.

• Introducing big changes in a business in order to improve quality and/or efficiency.

• Introducing changes only when needed in order to improve quality and/or efficiency

Quality Circles are...

• are medium groups of workers, usually between 10 and 15, who

  are paid to meet in order to discuss methods of improving productivity

• are small groups of workers, usually between 5 and 10, who are paid to meet in order to discuss methods of improving productivity

• are small groups of workers, usually between 5 and 10, who

  meet voluntarily in order to discuss methods of improving productivity

A premium price creates....

• perception that the products/services must have a higher value than competing products because the prices are higher.

• perception that the products/services must have a higher value than competing products because the prices are lower.

• perception that the products/services must have a lower value than competing products because the prices are lower.

Inertia means

• a tendency to introduce breakthrough changes over a short period of time

• a tendency to introduce incremental changes

• a tendency to do nothing or to remain unchanged