3.3.3 The concept of quality

A quality product is often described as:

• One that is fit for purpose

• The best product of its kind on the market

• One that has a low number of customer complaints

• The cheapest product of its kind available to purchase in the market

Which of the following would be the most accurate measure for an independent restaurant to assess the quality of its service?

• Volume of meals sent back to the kitchen

• The number of times the restaurant is fully booked

• Number of new customers visiting the restaurant

• Number of reviews left on tripadvisor.co.uk

Which of the following would be a quality measure used on a production line making Easter eggs?

• Number of broken eggs found

• The number of returned items in store

• The number of customer complaints in store

• The number of late deliveries to retailers

A supermarket requests that customers return a certain food product after discovering it does not legally fit its description. This process is called:

• Quality assurance

• Quality check

• Quality control

• Product recall

Which of the following employees does total quality management involve?

• Production line workers

• Management

• Shop floor workers

• Everyone

Which of the following is a disadvantage to a business of using an experienced outsourcing partner for part of its production processes?

• Increased unit costs

• Lack of expertise often shown by the outsourcing partner

• The business can concentrate on its core activities

• Quality standards may not match the business’s requirements

A drawback of changing to a system of TQM is that:

• Introduction and staff understanding can be slow

• Inspectors may not pick up on all quality issues

• Only certain staff will be involved in the new system

• Inspectors are not flexible in their role

A UK business has decided to outsource some operations to an experienced third party located in China. Which of the following is a likely advantage to the UK business of making this decision?

• The business will be an expert in the particular area

• Lead times will be fast

• The exchange rate will constantly change

• Quality standards can be easily monitored

Which of the following activities is most likely to be outsourced by a secondary school?

• Long term decision making

• Reprographics

• Teaching

• Catering

The agreement for one business to trade under another business’s name is called a:

• Partnership

• Franchise

• Co-operative

• Mutual