1. http://www.bized.co.uk Copyright 2006 – Biz/ed Production and Quality 2 BTEC Business

2. http://www.bized.co.uk Copyright 2006 – Biz/ed What is Quality? Quality is about the characteristics of a product or service that help satisfy customers’ needs Customers’ expectations are vital Businesses can manage expectations

3. http://www.bized.co.uk Copyright 2006 – Biz/ed What’s Involved? The following may all be part of ensuring a quality product/service: Quality assurance Best practice benchmarking Total Quality Management (TQM) Warranties

4. http://www.bized.co.uk Copyright 2006 – Biz/ed Quality Assurance Setting standards Applying the standards across a business’ activities Guaranteeing that these standards will be met

5. http://www.bized.co.uk Copyright 2006 – Biz/ed Best Practice Benchmarking Targeting improvements to what a business organisation does so that: The best in the field is identified Their standards are copied and applied Attempts are made to exceed these standards

6. http://www.bized.co.uk Copyright 2006 – Biz/ed Total Quality Management (TQM) Quality standards are set The whole process of meeting customers’ needs is analysed Every activity carried out is important The entire organisation is responsible for quality (departments, units, individuals)

7. http://www.bized.co.uk Copyright 2006 – Biz/ed Warranties To reassure customers, firms sometimes offer warranties, especially on products Warranties cover a fixed time period During this period faulty goods will be repaired or replaced Warranties can offer free service agreements