PART B

Types of Quality has been a direct question for 4 times in 20 sets

of final exams papers, asking to discuss all 4 types. But in April
2008, there was one problematic question that asks the
consequences of costs of quality in manufacturing firms.
(March 2005, April 2008, October, 2009 & April 2011)
DIRECT
Discuss 4 types cost of quality. (8 marks)

Prevention Cost is a cost associated with preventing or

reducing potential defects, before they occur. Prevention cost
emphasizes activities that are done before products are made
or the services are delivered.

Appraisal Costs is a cost of evaluating the quality level of

products, processes, parts and services.

Internal Failure Costs is a cost resulting from producing

defective products, before these products are delivered to
customers.

External Failure Costs is a cost incurred after poor quality

products have been delivered to customers.

PROBLEMATIC
Explain 4 types consequences of cost quality in manufacturing
firm.

Prevention Costs for a firm is crucial because it will reduce

potential defects before it occur. This cost includes the cots of
training staff to improve their quality in doing task, in order for
them to cope with the quality in the firms policy.

Appraisal Costs is important for a firm because it evaluates

the quality level of products, process, parts and services. For
example, the cost of equipment testing when the production
process is on going.

Internal Failure Cost is the cost that bears by the firm to fix
any defects product. If these costs are high it will make a huge
impact in financial for the firm.

External Failure Costs is the cost incurred after poor quality

products have been delivered to the customers. This cost

would be directed to the firms because the firm will bear costs
of defects.

Dimensions of Quality has only 1 set that was on the final exams
which in April 2006. While Dimensions of service Quality came
out twice in October 2010 and March 2012. Those 2 topics only
came out as direct questions.
(April 2006)
Discuss briefly 4 Dimensions of Quality. (8 marks)

Performance refers to the extent to which a product can

perform its function.

Reliability refers to the length of time that a product

continues to function under normal conditions, before it
breaks down or needs repairs.

Durability refers to the extent to which the product functions

can withstand rough use or adverse conditions.

Esthetic Characteristics refers to the appearances of a

product, it looks, feel, taste, smell or sound.

Safety refers to the extent to which a product is safe for use

by consumers

Customer Service refers to the services received by the

customers before, during and after any purchase.

Features are the special qualities of a product that can

attract customers.

Serviceability refers to the ease or convenience of getting

repair services, replacement of parts and the after sale
service.

(October 2010 & March 2012)

Discuss 4 Dimensions of service Quality.

Reliability refers to the ability of a company to provide its

services dependably, accurately and consistently.

Responsiveness refers to the readiness or willingness of a

companys personnel to assist customers and provide prompt
service.

Competence means that a companys staff posses the skills

and knowledge required performing their job.

Access refers to approachability and ease of contact.

Courtesy refers to the polite, respectful, considerate and

friendly manner by which personnel liaise with or attend to
customers.

Communications involves the company listening to its

customers and keeping the latter informed using appropriate
medium of communication that they can understand.

Credibility involves the trustworthiness, believability and

honesty of the service provider.

Security refers to providing services that do not expose

customers to danger or risk, are financially secure and provide
confidentiality.

Understanding the Customer involves making the efforts

to get to know customers and understand their needs and
requirement.

Tangibles are the physical evidence of the service.