unit 3

Question 1

what is quality

Answer 1

the standard of something as measured against other similar products or services ensuring its ability to satisfy given needs

Question 2

what is compliance

Answer 2

the act of complying with processes, requirements, standards or regulations

Question 3

what is a process checklist

Answer 3

provides step-by-step detail on how a process should be carried out

Question 4

what is quality standards

Answer 4

the requirements, specification, guidelines or characteristics that can be used to ensure that the products, processes and services are being used as expected

Question 5

what are audits and inspections

Answer 5

regularly carried out to ensure they are being followed and to identify any inconsistencies or areas for improvement

Question 6

what is peer review

Answer 6

where a peer reviews your work before being submitted

Question 7

what is testing

Answer 7

should be carried out on a product or service before launching to ensure it is fully working correctly and safely

Question 8

why should a business improve its quality

Answer 8

• improve customer satisfaction
• increased efficiencies
• value for money
• customer satisfaction
• satisfaction with product/service

Question 9

benefits of improving and maintaining quality

Answer 9

• improved reputation
• fewer customer complaints
• low cost of products/ less waste
• meet industry standards
• meet customer expectations

Question 10

what is the public sector

Answer 10

organisations that are owned, controlled and managed by the government entirely

Question 11

what is the private sector

Answer 11

organisations are ones which are owned, controlled or managed by individuals, groups or businesses

Question 12

what are the differences between public and private sector (6)

Answer 12

1. culture
2. controls
3. constraints
4. regulation
5. public money
6. financial support

Question 13

public sector can include

Answer 13

• government departments (local government)
• government agencies
• emergency services
• civil service

Question 14

private sector can include

Answer 14

• solo traders
• partnerships
• corporations
• limited liability corporations

Question 15

what are budgets in the public sector

Answer 15

budgets allocated to a specific government department from the central government
money must be handed back to the central government if not spent by the end of the financial year (31 march)

Question 16

what are budgets in the private sector

Answer 16

forecast revenues and expenses to estimate profit
based on estimations of income throughout the year

Question 17

how do processes work in the public sector

Answer 17

must follow set government processes and procedures

Question 18

how do processes work in the private sector

Answer 18

they can set their own processes to suit their business needs and change these when required

Question 19

what are the 3 approaches that organisations can use to improve quality of service

Answer 19

1. complaint handling procedures
2. process improvements
3. surveys and feedback

Question 20

what are the 5 things complaint procedure usually consist of

Answer 20

1. receive complaint
2. assess complaint
3. investigate complaint
4. resolve complaint
5. continuous improvement

Question 21

what are the 2 things that process improvements can do

Answer 21

1. fix problems
2. meet customer needs

Question 22

what does PDSA stand for

Answer 22

plan
do
study
act

Question 23

what does plan mean in the PDSA cycle

Answer 23

identify an opportunity and plan a change including setting goals

Question 24

what does do mean in the PDSA cycle

Answer 24

implement and test the plan whilst collecting meaningful data

Question 25

what does study mean in the PDSA cycle

Answer 25

review the outcome and analyse the results

Question 26

what does act mean in the PDSA cycle

Answer 26

take action from what you have learned during the study step, including adapting and amending the change

Question 27

what does map do when introducing or changing a process

Answer 27

mapping out a new or revised process using a process map which documents each stage of the process, who is involved, approvals if require and how the workflow is set up

Question 28

what is benchmark when introducing or changing a process

Answer 28

look at current process and create a baseline which can be used to compare to after the process has been introduced. this will be useful for evaluation at a later stage

Question 29

what is Kaizen

Answer 29

a Japanese term meaning change for the better or continuous improvement

Question 30

what do quality standards ensure

Answer 30

- meet customer expectations - meet specific needs of the customer - are fit for purpose

Question 31

what does the BSI kite mark show

Answer 31

confirms that a product or service has been independently and repeatedly tested by experts

Question 32

what does the CE mark show

Answer 32

shows a product meets the EU safety, health or environmental requirements

Question 33

what does the lion mark show

Answer 33

a British consumer symbol used to identify toys as safe and of high quality

Question 34

what does the ISO awards show

Answer 34

international standards ensure that the products and services are safe, reliable and high of high quality

Question 35

what is the customer service of excellence symbol

Answer 35

a nationally recognised standard designed to drive customer-focused changes

Question 36

what is the benefits for a company gaining a quality standard mark

Answer 36

- increased brand awareness - developing trust with customers

Question 37

what is a process map used for

Answer 37

to illustrate all the steps in a process.

Question 38

what is people-based accreditation

Answer 38

are the frameworks which an organisation follow who are committed to investing in their people through training and development

Question 39

what are 3 benefits to people-based accreditation

Answer 39

1. increased efficiency 2. increased employee engagement 3. improved employee communication

Question 40

what are regulatory bodies

Answer 40

organisations that are appointed by the government to establish national standards for sectors and qualifications to ensure consistence compliance with standards

Question 41

what are the 4 consequences for non-compliance

Answer 41

1. imposing sanctions 2. issue fines 3. removing the ability to practise 4. negative publicity

Question 42

name 3 regulatory bodies in healthcare

Answer 42

1. general medica council (GMC) 2. care quality commission (CQC) 3. health and safety executive

Question 43

name 3 regulatory bodies in education

Answer 43

1. Ofsted 2. teaching regulation agency 3. office of students (OfS)

Question 44

name 3 regulatory bodies in business and finance

Answer 44

1. financial conduct authority (FCA) 2. pensions regulator 3. equality and human rights commission

Question 45

name the 2 regulatory bodies in transport

Answer 45

1. civil aviation authority (CAA) 2. office of rail and road (ORR)

Question 46

name 3 regulatory bodies in utilities

Answer 46

1. Ofcom (office of communication 2. Ofgem (office of gas and electric markets) 3. Ofwat (water services regulation authority)

Question 47

what powers do regulatory bodies have

Answer 47

- prohibition notice - suspension - closure

Question 48

what is a pre-planned inspection

Answer 48

where the organisation is informed in advance

Question 49

what is an unannounced inspection

Answer 49

where the organisation is not informed in advance

Question 50

what could preparation for an inspection include

Answer 50

- staff meeting - allocate staff tasks - mock inspections