Importance of Quality

The Importance of Quality

The two main aspects of a product or service that customers use to make decisions are price and quality. Quality is therefore important for a business that wants to be profitable and compete with rivals (competitors).

What determines quality?

Quality is determined by lots of of factors such as:
- The quality of the materials that are used.
- The quality of the production process.
- The style of a product.
- The durability, speed and quality of a service.

Customer expectations

When customers buy a product they have expectations about the quality of the product and service.
For companies that produce goods, the goods need to be of a certain quality. The product should not break after one use (unless it is a disposable item) and it should be fit for purpose.
For companies that provide a service, a customer will have expectations about the benefits of the service and the time it will take for it to be completed.

Customer service

For all businesses, it is important to have good quality customer service. If a company fails to deliver a good quality of customer service, customers may buy products and services from competitors instead.

Customer returns

There are costs associated with returns:
- If a customer is unhappy with a good or service then they may be able to return it for a refund. This often means that a product is wasted and the costs of processing a return may be high.
- Businesses like Asos offer free 28 day returns for customers. This is likely to be one of Asos’ largest costs.
- In 2016, the Financial Times reported that it cost retailers £60bn each year to process customer returns.

Lost customers

Customers who think a business does not deliver high quality products or services are less likely to purchase from that business again.

Low quality is costly - product recalls

A product may be found to be unsafe for use or may violate legal requirements. A business may be forced to recall all products like this.
In 2015, Volkswagen was found to have cars that exceeded the legal limit for emissions. This meant they had to recall 11 million cars worldwide at a great cost to the business.

1Understanding Business Activity

1.1Business Activity

1.1.1Purpose of Business Activity

1.1.2Customer Needs

1.1.3Why are Businesses Set Up?

1.1.4Specialisation & Division of Labour

1.2Classification of Businesses

1.2.1The 3 Sectors of Economic Activity

1.2.2Public & Private Sector

1.3Enterprise, Business Growth & Size

1.4Types of Business Organisation

1.4.1Sole Traders

1.4.2Partnerships

1.4.3Limited Companies

1.4.4Private Limited Companies

1.4.5Public Limited Companies

1.4.6Unlimited vs Limited Liability

1.4.7Not For Profit

1.4.8Franchising

1.4.9End of Topic Test - Business Ownership

1.4.10Application Questions - Business Ownership

1.4.11Diagnostic Misconceptions - Company vs Business

1.5Business Objectives & Stakeholder Objectives

1.5.1The Main Stakeholders in a Business

1.5.2The Impact & Influence of Stakeholders on Business

1.5.3Diagnostic Misconceptions - Profit

1.5.4Diagnostic Misconceptions - Owners vs Shareholders

2People in Business

2.1Human Resource Management (HRM)

2.1.1Contracts of Employment

2.1.2Recruitment

2.1.3Benefits of an Effective Recruitment Process

2.1.4Reducing the Workforce

2.1.5Legal Controls Over Employment

2.1.6Training

2.1.7End of Topic Test - The Workforce

2.1.8Application Questions - The Workforce

2.1.9Diagnostic Misconceptions - Recruitment

2.2Organisation & Management

2.2.1Internal Organisational Structures

2.2.2Business Functions & Definitions

2.2.3Centralised vs. Decentralised Structures

2.2.4Tall & Flat Organisations

2.2.5The Impact of Organisational Structure on Managing

2.2.6Leadership Styles

2.2.7Trade Unions

2.2.8End of Topic Test - Org Structure

2.3Methods of Communication

2.3.1Communication in Businesses

2.4Motivating Employees

2.4.1Motivation in the Workplace

2.4.2Financial Methods of Motivation

2.4.3Non-Financial Methods of Motivation

2.4.4Diagnostic Misconceptions - Money

3Marketing

3.1Marketing & the Market

3.1.1Customer Needs

3.1.2Identifying and Satisfying Customer Needs

3.1.3The Market

3.1.4The Market-Driven Approach

3.1.5Competition

3.1.6The Impact of High Competition

3.1.7Diagnostic Misconceptions - Competition

3.1.8Market Segmentation

3.1.9Methods of Market Segmentation

3.2Market Research

3.2.1Market Research

3.2.2Qualitative & Quantitative Research

3.2.3Primary Market Research

3.2.4Secondary Market Research

3.2.5Analyse Market Research Data

3.2.6Application Questions - Marketing

3.2.7End of Topic Test - Marketing

3.3Marketing Mix

3.3.1The Product Life Cycle

3.3.2Product Design

3.3.3Product Portfolio & The Boston Matrix

3.3.4Benefits & Risks of New Products

3.3.5Extension Strategies

3.3.6Price

3.3.7Pricing - Skimming & Penetration

3.3.8Competitive and Cost-Plus Pricing

3.3.9Market Mapping - Price vs Quality

3.3.10Place

3.3.11Manufacturer-Wholesalers-Retailers-Customers

3.3.12Manufacturer-Retailers-Customers

3.3.13Direct to Customers

3.3.14Promotional Methods

3.3.15Reasons for Promotion

3.3.16Advertising

3.3.17Advertisement - Product Placement

3.3.18Public Relations

3.3.19Sales Promotion

3.3.20Sponsorship

3.3.21Social Media

3.3.22Promotional Mix

3.3.23E-Commerce and M-Commerce

3.3.24Benefits & Drawbacks of E-Commerce and M-Commerce

3.3.25End of Topic Test - Marketing Mix

3.3.26Grade 9 - Marketing Mix

3.3.27Diagnostic Misconceptions - Decreasing Price

3.3.28Diagnostic Misconceptions - Advertise vs Promote

3.3.29Diagnostic Misconceptions - Social Media

3.3.30Marketing Strategy

3.3.31Entering Foreign Markets

3.4Legal Controls

3.4.1Legal Controls on Marketing

4Operations Management

4.1Production of Goods & Services

4.1.1Production Processes Overview

4.1.2Job Production

4.1.3Flow Production

4.1.4Batch Production

4.1.5Production Efficiency - Lean Production

4.1.6Managing Stock - Just in Time

4.1.7Technology & Production

4.1.8Factors of Production

4.1.9Diagnostic Misconceptions - JIT vs JIC

4.2Cost, Scale of Production & Break-Even Analysis

4.2.1Costs

4.2.2Costs - Calculations

4.2.3Economies of Scale

4.2.4Diseconomies of Scale

4.2.5Break-Even Analysis

4.2.6Profits and Losses - Calculations

4.2.7Diagnostic Misconceptions - Fixed Costs

4.2.8Diagnostic Misconceptions - Economies of Scale

4.2.9Diagnostic Misconceptions - Break-Even

4.3Achieving Quality Production

4.3.1Importance of Quality

4.3.2Measuring Quality

4.3.3Quality control

4.3.4Total Quality Management

4.3.5Benefits of Maintaining High Product/Service Qual.

4.3.6Costs of Maintaining High Quality/Service

4.3.7End of Topic Test - Operational Decisions

4.4Location Decisions

4.4.1Business Location

4.4.2Nature of Business Activity

5Financial Information & Decisions

6External Influences on Business Activity

6.1Economic Issues

6.1.1Business Cycle

6.1.2Objectives of Government Economic Policy

6.1.3Provision of Public Services

6.1.4Taxation & Constraints on Public Spending

6.1.5The Government & Business Activity

6.1.6Interest Rates

6.1.7Interest Rates - Calculations

6.1.8Diagnostic Misconceptions - Recession

6.2Business & the International Economy

6.2.1Multinational Companies

6.2.2Exchange Rates

6.3Business & the Environment

6.3.1Globalisation

6.3.2Environmental Issues

6.3.3Business and Sustainability

6.4Business & Ethical Issues

6.4.1Ethical Considerations for Businesses

6.4.2Benefits of Being Ethical

6.5Pressure Groups

6.5.1Pressure Groups

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