What is the importance of maintaining quality for a business?

• It ensures the product or service deteriorates quickly

• It ensures the current quality of the product or service does not deteriorate but at least remains stable

• It increases the cost of production

• It reduces customer satisfaction

Fill in the blank: A business gathers data and analyses it to check that all systems are working effectively, to ensure that the ______ of the final product or service is maintained.

• quality

• quantity

• location

• speed

What is quality assurance?

• A process or system which is followed to ensure the quality of services or products is being maintained and meets quality standards

• A way of identifying the function of systems and processes

• A cost-saving measure

• A method to increase errors

Which of the following is NOT a type of quality assurance activity?

• Process checklists

• Quality standards

• Documentaries/documentary standards

• Marketing strategies

Fill in the blank: Quality improvement is the process or system in which every member of staff in an organisation aims to ensure that the quality of what they and the organisation do is continuously ______.

• improved

• ignored

• reduced

• delayed

• forgotten

Which of the following best describes 'Process checklists' as a quality assurance activity?

• A) Standards for processes and procedures

• B) Series of steps or actions that the business needs to follow to complete a task/project/assignment

• C) Standard definitions of components and measurements

• D) Methods for increasing costs

What is the definition of 'Customer satisfaction' as provided in the text?

• A measure of how much an organisation's products or services meet the expectations of its customers.

• A strategy for increasing company profits through advertising.

• A process of hiring new employees to improve service quality.

• A method for reducing production costs in an organisation.

Which of the following is a characteristic of public sector organisations?

• Run by their owners who set policies

• Funded by tax

• Shareholders are rewarded if profits are made

• Aim to make a profit

Which of the following is a characteristic of private sector organisations?

• Run by a government department

• Must adhere to rules overseen by government

• Have clear aims/objectives to make a profit

• Funded by tax

Public sector organisations must stick to the budget that has been given to them.

• True

• False