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GCSE - 3 Business Operations (The concept of quality (The costs and…
GCSE - 3 Business Operations
Production processes
Production management
Methods of production
Job production
Flow production
Advantages of flow production
Disadvantages of flow production
Efficiency
Lean production
Just-in-time production
Kaizen
Lean production and employees
The role of procurement
Managing stocks
Just-in-time stock control
Just-in-case stock control
Just-in-time versus just-in-case
Working with suppliers
The supply chain
Why suppliers matter
Choosing suppliers
Logistics
Trade-offs in the supply chain
The concept of quality
The meaning of quality
Meeting customers expectations
Measuring quality and identifying problems
The consequences of quality problems
Maintaining consistent quality
Total Quality Management (TQM)
The costs and benefits of maintaining quality
The benefits of maintaining quality
Problems achieving consistent quality
Costs of improving quality
Good customer service
What is good customer service?
Methods of good service
The product
Reliability
Safety
Customer engagement
Good product information
Post-sales (after-sales) service
Premises
Different methods of payment
Managing customers' expectations
Benefits of good customer service
Increase in customer satisfaction
Dangers of poor customer service
Why does poor service occur?
Businesses promise too much
Poor communication
Poor management
External factors
How ICT can help businesses to offer good customer service
Using websites
E-commerce and M-commerce
Social media