Question 1: Define 'quality' in the context of business operations.

Answer: Quality in business operations refers to how well a product or service meets customer expectations and standards, ensuring it is fit for purpose.

Question 2: Explain two reasons why maintaining high quality is important for a business.

Answer: High quality ensures customer satisfaction and loyalty, leading to repeat business. It also reduces costs associated with returns, repairs, and wastage.

Question 3: Describe the main difference between quality control and quality assurance.

Answer: Quality control involves checking products at the end of production to identify defects, while quality assurance involves proactive processes to prevent defects during production.

Question 4: Identify two methods a business might use to improve product quality.

Answer: Implementing staff training programs and adopting quality management systems like ISO 9001.

Question 5: A clothing retailer notices an increase in customer complaints about clothing sizes. Suggest two actions they could take to improve quality.

Answer: Review and adjust sizing standards based on customer feedback, and implement stricter quality checks during production.

Question 6: Sketch a flowchart showing the steps involved in quality control in a manufacturing process.

Answer: A correct sketch would include stages: raw material inspection, in-process checks, final product inspection, and feedback for improvements.

Question 7: Explain how customer feedback can be used to improve quality in a business.

Answer: Customer feedback provides insights into product performance and areas needing improvement, enabling the business to adjust processes or products accordingly.

Question 8: Describe what is meant by 'continuous improvement' in quality management.

Answer: 'Continuous improvement' refers to ongoing efforts by a business to enhance products, services, and processes to meet evolving customer needs.

Question 9: Sketch a diagram illustrating the concept of total quality management (TQM).

Answer: A correct sketch would show a circle or cycle representing key principles such as customer focus, employee involvement, and continuous improvement.

Question 10: Identify two benefits a business can gain from implementing strict quality standards.

Answer: Enhanced reputation and increased customer loyalty, as well as reduced costs from fewer defects and returns.

Question 11: Explain why quality is considered a strategic priority for many businesses.

Answer: Quality impacts customer satisfaction, competitive advantage, and profitability, making it a key aspect of long-term success.