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Quality
The fitness of a product for its intended purpose.
Returns
Goods that customers bring back to the shop due to quality issues.
Recalls
When a business asks customers to return a faulty product for replacement or repair.
Importance of providing quality goods and services
Avoids waste, recalls, reputation damage, and disrupted production.
Quality control
A system for inspecting goods or services to ensure they meet standards, preventing faulty goods from being sold and improving reputation, but increasing waste and inspection costs.
Mystery shopper
A person who poses as a regular customer to evaluate the quality of service provided.
Quality assurance
An approach involving the entire business in focusing on quality to prevent problems, leading to waste reduction, improved reputation, and increased worker satisfaction, but disrupting production and incurring training costs.
pro and con of quality control
+Prevent faulty goods being sold (improved reputation)
+Not disruptive to production
-Increased waste
-Cost of inspectionÂ
pro and con of quality assurance
+Prevents waste (right first time) and improved reputationÂ
+Workers feel valued
-Disrupt productionÂ
-Cost of training and staff resistance
Note 
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