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Topic 3.2 Meeting Customer Needs
What is the design mix?
GCSE Revision Unit 3.2
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?
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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.
GCSE Revision Unit 3.2
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Define Stock:
Explain the three different types of stock.
1.
2.
3.
Label and annotate the diagram below:
GCSE Revision Unit 3.2
Managing Stock
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Explain Just In Time (JIT) Stock Control
The Advantages and Disadvantages of different stock control
Advantages Disadvantages
GCSE Revision Unit 3.2
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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
GCSE Revision Unit 3.2
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GCSE Revision Unit 3.2
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GCSE Revision Unit 3.2
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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?
GCSE Revision Unit 3.2
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
GCSE Revision Unit 3.2
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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?
GCSE Revision Unit 3.2
Cost-Effective Operations and
Competitiveness
Name:
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:
GCSE Revision Unit 3.2
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Define Customer Service
GCSE Revision Unit 3.2
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
GCSE Revision Unit 3.2
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.
GCSE Revision Unit 3.2
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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.
Exam QuestionsGCSE Revision Unit 3.2
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)
GCSE Revision Unit 3.2