What is meant by quality when Zara sells handmade school bags through her online business? Her customers expect strong stitching, accurate product descripti...
Question 1 Report
What is meant by quality when Zara sells handmade school bags through her online business? Her customers expect strong stitching, accurate product descriptions and delivery on the promised date. Zara is considering using a cheaper zip supplier, but the zips have a higher failure rate.
(a) What does quality mean in this situation? [1]
(b) Explain one reason why Zara should consider customer expectations before changing supplier. [2]
Answer Details
(a) In this situation, quality means meeting customer requirements, or being fit for purpose. [1] The bags should have strong stitching and reliable zips, match their descriptions, and arrive when promised.
(b) Customers expect the zips to be reliable. [1] Using lower-quality zips could cause failures, complaints and fewer repeat purchases. [1]
Exam focus: A cheaper input is not necessarily better value if it makes the final product fail customer expectations.
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