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The concept of quality

Study how businesses identify, maintain and benefit from quality while managing quality costs.

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90 min

Study time

AqaGcseBusinessBusiness operations

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Syllabus checklist

7 objective pages available

Quality expectations and problems3 objectives

Maintaining quality4 objectives

Explain methods of maintaining consistent quality, including total quality management.
Identify advantages to a business of using total quality management.
Explain costs and benefits of maintaining quality, including sales, reputation, price, inspection, training and recalls.
Explain possible quality issues as businesses grow, especially through outsourcing and franchising.

Quality expectationsQuality problemqualityTotal Quality ManagementContinuous improvementReputationQuality assurance

Linking quality expectations to the marketing mix: Start by identifying the target segment, then explain how quality expectations shape product features, price, promotion, and place.
Use the 5 Whys technique: When answering quality measurement questions, start by identifying the problem, then ask ‘why’ five times to uncover root causes.

Assuming uniform quality expectations across all customers: Recognise that expectations differ by demographic, psychographic and price sensitivity; tailor quality attributes to each segment.
Assuming all defects come from suppliers: Quality problems can arise at any stage of the value chain, including design, process, and human factors, so a comprehensive audit is needed.

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