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Topic 3.2 Meeting Customer Needs

What is the design mix?

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The Key Areas

Design and Research Development Managing Stock Quality Cost-Effective Operations and

Competitiveness Effective Customer Service Meeting Consumer Protection Laws

Design and Research Development

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What are the three variables that make up the design mix?

1.

2.

3.

Revision Questions1. What 3 elements make up the design mix2. What are businesses expected to do under each element of the

design mix3. What is the meaning of research and development4. At what stage of the product life cycle does research and

development take place5. How are research and development projects funded according to

the Boston matrix and product life cycle?

Previous Exam QuestionsProduct design is most likely to help a business:

Select one answer.

A generate quantitative research.B differentiates its products.C improves its organisational structure.D reduces productivity.

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Define Stock:

Explain the three different types of stock.

1.

2.

3.

Label and annotate the diagram below:

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Managing Stock

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Explain Just In Time (JIT) Stock Control

The Advantages and Disadvantages of different stock control

Advantages Disadvantages

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Revision QuestionsManaging stock

1. Be able to read a bar stock graph 2. Understand the following terms when reading a bar stock graph:-

a. Maximum stock levelb. Re-order levelc. Minimum stock level/ Buffer stock level

3. Explain how the ‘Just in case’ stock control system works4. Give 2-3 advantages and disadvantages of using the ‘Just in case’

stock control system5. Explain how the ‘Just in time’ stock control system works6. Give 2-3 advantages and disadvantages of using the ‘Just in time’

stock control system

Previous Exam Questions

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Define the Quality.

Define Quality Assurance:

What are the implications of Quality Assurance to a business?

What are the quality standards that a business can achieve?

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Quality

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Revision Questions1. Define ‘Quality control’ and ‘Quality assurance’2. Be able to explain the main differences (2-3 points) between

‘Quality control’ and Quality assurance’3. Explain what ‘Kaizen groups’ are and how they are used in an

organisation4. Name 3 business benefits to a business when using ‘Kaizen’ in their

organisation5. Define ‘Zero defects’

Exam Questions

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Define Productivity:

What is the formula for calculating productivity?

Explain the methods that a business can use to increase their productivity?

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Cost-Effective Operations and

Competitiveness

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Methods of reducing costs

Revision Questions

1. What is the formula used to calculate productivity2. Give 4 ways a business can increase its productivity3. Give 4 ways a business can reduce its costs

Exam QuestionsExplain one possible benefit of improved productivity to the Saltash Toy Box. (3 marks)

Improving the quality of a product and improving productivity are two ways inwhich a business like McDonald’s might become more competitive.Which of these two methods do you think would be most effective in improving the competitiveness of a business such as McDonald’s and why? (6 marks)Method: ______________Reason:

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Define Customer Service

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Effective Customer Service

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Why is it important for a business to meet the needs of their customers?

What methods can a business use to ensure that they meet the needs of the customers?

Revision Questions1. Name 5 business benefits for having good customer service2. Name 4 business drawbacks for having poor customer service3. Give 6 examples of how each of the following businesses provide

good customer servicea. Restaurantb. Airlinec. Supermarketd. Mobile phone shop

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Meeting Consumer Protection Laws

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Define the following:

Sale of Goods Act

Trade Description Act

What are the three characteristics that the Sale of Goods Act must follow?

1.

2.

3.

What are the three characteristics that the Sale of Goods Act must follow?

1.

2.

3.

What are the three characteristics that the Trade Descriptions Act must follow?

1.

2.

3.

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Revision QuestionsMeeting consumer protection laws

1. What must a business do to comply with the following laws (detailed):

a. Sales of goods Actb. The trade Description act

2. What is the purpose of both laws?3. What can consumers get/gain should businesses break these laws.

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What are the reasons for Consumer Protection?

How can Consumer Legislation affect a business?

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Outline one consumer protection law that Marks and Spencer must follow. (2 marks)

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