4.2 Quality of goods and services ocr gcse business

​Complete the M&S question (3 MARKS)

#1 MARK FOR UNDERSTANDING

#1 MARK FOR APPLICATION

#1 MARK FOR ANALYSIS

 to maintain reputation

 to sell more products

 to reduce returns

 to make more profit

 to create brand loyalty

 M&S has ‘high quality, own brand-food, clothing & home products’

 Food must be of a minimum legal quality

 Some ‘home’ items are covered under minimum legal requirements (ie electrical home goods)

 Standards across 283 food factories

 Ethical programme – poor quality increases waste

 Increased costs from products that do not meet standards

 Increased time from having to return orders

 Lost sales from unhappy customers/poor reputation

 Increased costs from legal disputes

Ensuring quality is vital to M&S as it maintains reputation (U) because M&S has a reputation for high quality products (APP) which directly links to demand/sales and company profits (AN).