Quality, Features of a product that allow it to satisfy customers' needs., Quality assurance, A method of working for businesses that takes into account customers' wants when standardising quality. It often involves guaranteeing that quality standards are met., Quality control, Making sure that the quality of a product meets specified quality standards., Specialisation, In business, the production of a limited range of goods., Total quality management (TQM), A managerial approach which focuses on quality and aims to improve the effectiveness, flexibility, and competitiveness of the business., Unique Selling Point (USP), Feature of a product that no other similar products have, used in advertising to try to persuade people to buy it., benefits to having ISO 9000 certification, identifies staff training needs, examines and improves systems/methods to lower costs, motivates staff, defines key roles, develops improvements, records and investigates quality failure and complaints, shows customers that they are taking measures to improve quality., TQM key features, quality chains, everyone is involved, quality audits, teamwork, customer focused, zero defects., advantages of TQM, focus on customer needs, improves communication and problem solving, quality improved in all aspects of the business, waste and inefficiencies removed, helps develop ways of measuring performance., importance of quality, increase competition, higher sales, customer loyalty, disadvantages of TQM, high training and implementation costs, will work if everyone is committed, may be bureaucratic, focus is on processes more than the product, quality feature examples, customer service, physical appearance, reliability and durability, special features, suitability, repairs/after sales..

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