Practise quality questions by linking quality control, TQM and service standards to waste, complaints, reputation and competitive advantage.
After a recent increase in customer numbers Four Fitness is considering opening a third gym.
Explain one advantage to a business of using total quality management.
A01-3 marks
Award 1 mark for identification of an advantage to a business of using total quality management, plus 2 further marks for explaining this advantage, for a maximum of 3 marks.
- Increased customer satisfaction (1) as managing quality is the responsibility of all employees (1) so they will be fully trained to complete their role effectively and consistently (1)
NB Answers that list three advantages with no explanation will get 1 mark only.
Accept any other appropriate response.
(3)
In 2022 the current assets for Premier Inn were £ 9566 million and current liabilities were £ 5447 million.
Analyse the importance of making sure that guests have a quality service when staying at a Premier Inn.
AO2-3 marks AO3-3 marks
A02
- If the reception staff at the hotel are helpful and accommodating to the guests, they are more likely to return
- If the hotel room has all the amenities that guests require such as tea and coffee facilities
A03
- Which could increase the number of bookings and the potential profit for Premier Inn
- Guests may tell friends and family about the excellent facilities and service they received whilst staying at the Premier Inn
(6)
Level
Mark
Descriptor
0
No rewardable material.
Level 1
1-2
- Limited application of knowledge and understanding of business concepts and issues to the business context. (AO2)
- Attempts to deconstruct business information and/or issues, finding limited connections between points. (AO3)
Level 2
3-4
- Sound application of knowledge and understanding of business concepts and issues to the business context although there may be some inconsistencies. (AO2)
- Deconstructs business information and/or issues, finding interconnected points with chains of reasoning, although there may be some logical inconsistencies. (AO3)
Level 3
5-6
- Detailed application of knowledge and understanding of business concepts and issues to the business context throughout. (AO2)
- Deconstructs business information and/or issues, finding detailed interconnected points with logical chains of reasoning. (AO3)
Question
Number
Evaluate why a business such as Premier Inn would only consider profit to measure its success. You should use the information provided as well as your own knowledge of business.
Indicative content
Mark
M\&M is constantly working to maintain the standards and quality of its products.
Explain one reason why businesses maintain the quality of their products.
A01-3 marks
Award 1 mark for a reason why businesses maintain the quality of their products plus 2 further marks for explaining why, for a maximum of 3 marks.
- Consumers expect quality products (1) and to perform the function for which they were bought (1) failure to do this could lose customers to competitors (1)
- By offering quality goods (1) a business could gain a competitive edge (1) which could result in charging higher prices (1)
NB No marks are awarded for a definition.
Answers that list three reasons of why businesses maintain the quality of products with no explanation will get 1 mark only.
Accept any other appropriate response.
(3)