The concept of quality (AQA GCSE Business): Flashcards
📚Flashcards
Practise the cards
15 cards from this deck
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Practise the cards
15 cards from this deck
What is quality in business?
What is quality in business?
Meeting needs & expectations of customers
Functionality aspect of quality
Functionality aspect of quality
Whether product performs its intended job effectively
Reliability aspect of quality
Reliability aspect of quality
Product works consistently with minimal breakdowns
Consistency aspect of quality
Consistency aspect of quality
Same standard expected every time customers purchase
Value for money in quality
Value for money in quality
Price reflects the quality received
What are mystery shoppers?
What are mystery shoppers?
Undercover assessments evaluating service quality
Customer loyalty tracking method
Customer loyalty tracking method
Analysing repeat purchase rates using loyalty card data
Define quality control
Define quality control
Checking products (sampling/inspection) at end of production
What is Total Quality Management (TQM)?
What is Total Quality Management (TQM)?
Quality-focused culture throughout entire organisation
TQM performance aim
TQM performance aim
'Right first time' with zero defects
Customer loyalty benefit of quality
Customer loyalty benefit of quality
Satisfied customers return & recommend to others
Premium pricing benefit of quality
Premium pricing benefit of quality
Quality products command higher prices in marketplace
Reduced costs benefit of quality
Reduced costs benefit of quality
Fewer returns, recalls & replacements lower costs
Lost customers consequence of poor quality
Lost customers consequence of poor quality
Attracting new customers more expensive than retaining
Training costs of quality management
Training costs of quality management
TQM requires significant staff training investment