IGCSE/ A-Level Revision Questions

Advantages	Disadvantages
Enhanced customer satisfaction through consistent service quality. Employee empowerment and higher morale as staff participate in improvement teams. Better reputation and increased market share due to a strong quality culture.	High initial implementation cost (training, process redesign). Potential resistance from staff accustomed to traditional hierarchies. Time‑consuming data collection and analysis may divert resources from core activities.

Advantages

Disadvantages

Enhanced customer satisfaction through consistent service quality.

Employee empowerment and higher morale as staff participate in improvement teams.

Better reputation and increased market share due to a strong quality culture.

High initial implementation cost (training, process redesign).

Potential resistance from staff accustomed to traditional hierarchies.

Time‑consuming data collection and analysis may divert resources from core activities.

While TQM can drive long‑term competitive advantage for service firms, careful planning is required to manage the short‑term resource demands and cultural change.

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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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