What is the primary advantage of delivering high-quality products to customers?
- Minimising efficiency and competitiveness
- Consistent customer satisfaction and trust
- Increased defects and inefficiency
- Improved stock control
How can a business effectively handle customer complaints to maintain good customer service?
- By escalating complaints to senior management
- Ensure negative reviews are counter-balanced by positive ones
- Always issuing credit notes to unhappy customers
- By resolving complaints promptly and professionally
What is a potential cost of poor quality in a business?
- Reduced customer complaints
- Increased production efficiency
- Enhanced reputation
- Customer dissatisfaction and loss of sales
How does TQM view quality as compared to traditional management approaches?
- Quality is everyone's responsibility and is integrated into all processes.
- Quality is not relevant in TQM
- Quality is the responsibility of the quality control department only
- Quality is prioritised over cost considerations
In logistics, what is the primary focus of warehousing and distribution?
- Maximising transportation costs
- Minimising supply chain efficiency
- Reducing the time and cost of moving goods to customers
- Ignoring customer demand
What is the key benefit of a business choosing a supplier with competitive pricing and high quality?
- Higher costs and lower profits
- Enhanced reputation and customer satisfaction
- Inconsistent product availability
- Decreased demand for the business's products
How can regular employee training and development programs contribute to good customer service?
- They always result in decreased employee morale
- Staff can gain better paid employment
- Staff will be better at manufacturing products
- Sales staff will be more knowledgeable about products
Which of the following is a key principle of TQM?
- Reducing employee involvement in quality control
- Ignoring customer feedback
- Continuous improvement and customer focus
- Maximising defects in products
In job production, what is the typical batch size?
- Large quantities
- Medium quantities
- Small quantities
- Continuous, without batches
In JIT stock management, when are materials and components delivered?
- Far in advance of production needs
- As soon as they run out
- Exactly when they are needed in the production process
- Irregularly and unpredictably
