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

Answer: Quality refers to how well a product or service meets certain standards or customer expectations.

Question 2: Give one example of a business that might focus heavily on quality to attract customers.

Answer: A luxury hotel that offers high standards of service and comfort to ensure customer satisfaction.

Question 3: Explain why maintaining high quality is important for a business's reputation.

Answer: High quality helps build a positive reputation because customers trust the business to deliver good products and services, encouraging repeat business and positive word-of-mouth.

Question 4: List two methods a business might use to check the quality of its products.

Answer: 1. Quality inspections during production; 2. Customer feedback surveys.

Question 5: Describe what a business can do if it finds a product is not meeting quality standards.

Answer: The business can stop production, identify the problem, fix it, and recheck the product before selling it. They may also offer refunds or replacements to unhappy customers.

Question 6: Explain the difference between quality control and quality assurance.

Answer: Quality control involves checking products at the end of production to find defects, while quality assurance is a proactive process to prevent defects through planned procedures.

Question 7: Sketch a simple diagram showing a process of quality inspection in a factory. Label the key steps.

Answer: A flowchart with stages such as 'Production', 'Sampling Inspection', 'Quality Check', and 'Approved/Rejected'.

Question 8: Draw a basic diagram to illustrate the concept of continuous improvement (Kaizen) in a business process.

Answer: A cycle diagram showing steps: 'Plan', 'Do', 'Check', 'Act', with arrows looping back to 'Plan'.

Question 9: What is meant by 'customer satisfaction', and why is it linked to quality?

Answer: Customer satisfaction means customers are happy with a product or service. It is linked to quality because high-quality products meet customer expectations, leading to satisfaction.

Question 10: Identify two benefits for a business that consistently provides high-quality products.

Answer: Increased customer loyalty and a stronger reputation in the market.

Question 11: Suppose a bakery wants to improve the quality of its bread. List two actions they could take.

Answer: Use better quality flour and train staff on proper baking techniques.