Lesson Plan

• Describe how quality is defined by the degree to which products or services meet customer expectations.
• Explain the difference between Quality Control (QC) and Quality Assurance (QA) and their respective roles in delivering quality.
• Apply at least two quality‑management tools (e.g., Pareto analysis, fishbone diagram) to a real‑world scenario.
• Analyse the impact of effective QC/QA on customer satisfaction, repeat purchases and cost reduction.

• Projector and screen
• PowerPoint slides summarising QC/QA concepts
• Printed case‑study handout (UK electronics manufacturer)
• Worksheet with Pareto and fishbone diagram templates
• Sticky notes and markers for group brainstorming
• Exit‑ticket slips

Begin with a quick poll: “What product you bought recently didn’t meet your expectations and why?” Use responses to highlight the link between customer expectations and quality. Review the previous lesson’s definition of “customer value.” State that by the end of class students will be able to identify and apply QC and QA processes that directly improve satisfaction.

1. Do‑Now (5'): Students write one word that comes to mind when they hear “quality.” Share and cluster responses.
2. Mini‑lecture (10'): Define quality, QC and QA; contrast reactive vs. proactive approaches using the comparison table.
3. Interactive activity (12'): In pairs, analyse the case‑study handout and identify which QC and QA steps were implemented.
4. Tool workshop (15'): Groups use Pareto analysis and fishbone diagrams on the worksheet to diagnose the defect causes from the case study.
5. Whole‑class debrief (8'): Discuss how the identified tools link to meeting customer expectations and cost savings.
6. Check for Understanding (5'): Quick quiz via Kahoot (3‑question poll) on definitions and process steps.
7. Wrap‑up (5'): Summarise key take‑aways; collect exit tickets asking students to state one action a business could take to improve quality.

Recap the distinction between QC and QA and how each contributes to satisfying customers. Students submit their exit tickets, providing a rapid retrieval check. For homework, assign a short report where learners select a local product, outline its likely customer expectations, and propose two QC/QA improvements.