2.4.4 Quality

Question 1

what is quality?

Answer 1

the ability of a product or service to meet customers’ expectations

Question 2

how can the quality of goods be measured?

Answer 2

-function
-aesthetics
-time taken to make
-replaceability/ substitutes available
-efficiency
-durability
-augmented aspects e.g. warranty

Question 3

how can the quality of services be measured?

Answer 3

-price
-kindness
-customer service and knowledge
-refundability
-efficiency of service
-appearance of environment
-cleanliness of facilities

Question 4

benefits of good quality?

Answer 4

-improves competitiveness
-repeat customers
-positive reviews and word of mouth recommendations
-achieve lower unit costs - less waste
-lower repair and refund costs, saves money
-adds value to price- inelastic
-improves staff motivation

Question 5

consequences of bad quality

Answer 5

-health or safety problems can lead to lawsuits, fines etc
-costs of repairs and fixing products
-costs of returning
-lower prices are expected
-poor brand image and reputational damage
-lower customer loyalty
-fewer repeat purchases

Question 6

methods of improving quality

Answer 6

-training employees
-motivating employees
-technology
-working with suppliers
-understanding customers’ expectations
-quality systems (control and assurance)

Question 7

what is quality control?

Answer 7

the checking of a good or service before it is delivered to a customer i.e. at the end of the process