Business – 9.2 Quality management – Quality control and assurance | e-Consult
9.2 Quality management – Quality control and assurance (1 questions)
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Answer:
- Advantages
- Provides direct feedback from the end‑user, reflecting real perceptions of quality.
- Quantifiable data can be tracked over time to identify trends and improvements.
- Relatively low cost and can be administered to large samples quickly.
- Helps identify specific areas for improvement through open‑ended questions.
- Disadvantages
- Responses may be biased by recent experiences or the respondent’s mood.
- Survey design flaws (leading questions, ambiguous scales) can distort results.
- Low response rates can limit the representativeness of the data.
- Does not capture non‑purchasing customers who may have different expectations.
Overall, while surveys are a valuable tool for gauging perceived quality, they should be complemented with objective performance metrics (e.g., defect rates, delivery times) to provide a comprehensive view of quality.