Lesson 8.13.1

8.13.1 External quality Quiz: OCR Business, Unit 8

20 questions

Written by Revision Ninja · Last reviewed 11 October 2026

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Lesson 8.13.1, External quality: 20 multiple choice questions for the OCR Business (H431), Unit 8: Operations, written with Revision Ninja.

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The 20 questions

  1. What management culture aims for continuous improvement and total employee commitment to quality?

    • Total Quality Management
    • Kaizen costing
    • Statistical inspection
    • Quality control

  2. Which prefix denotes quality standards issued by the British Standards Institution?

    • EN
    • BS
    • CE
    • ISO

  3. What process involves comparing a firm's performance metrics against industry best practice?

    • Benchmarking
    • Job enrichment
    • Quality assurance
    • Delegation

  4. Which economic sector encompasses businesses providing intangible products to consumers?

    • Secondary sector
    • Service sector
    • Manufacturing sector
    • Primary sector

  5. Which tool uses mystery shoppers to evaluate customer service quality directly?

    • Variance analysis
    • Desk research
    • Asset stripping
    • Mystery shopping

  6. How does regular workforce training directly affect product quality in manufacturing?

    • Increases gearing ratio
    • Reduces defect rates
    • Lowers unit price
    • Increases tax liability

  7. What percentage range best reflects the service sector's contribution to UK GDP?

    • 50% to 60%
    • 30% to 40%
    • 70% to 80%
    • 10% to 20%

  8. A bakery empowers every worker to stop production if defects occur. Which concept applies?

    • Lean retailing
    • First-in first-out
    • Mass production
    • Total Quality Management

  9. A manufacturer achieves ISO accreditation. What immediate commercial benefit does this provide?

    • Enhanced brand reputation
    • Exemption from VAT
    • Guaranteed price monopoly
    • Lower interest rates

  10. A UK firm exporting electronics to Germany must comply with which standard code?

    • ACAS
    • BS
    • FTSE
    • EN

  11. A hotel chain compares room turnaround times with a market leader. What practice is this?

    • Internal benchmarking
    • Competitive benchmarking
    • Kaizen costing
    • Financial hedging

  12. Which of the following is a key characteristic of service provision compared to goods?

    • Durability
    • Tangibility
    • Storability
    • Intangibility

  13. What is a direct consequence for a restaurant experiencing poor customer service ratings?

    • Reduced fixed costs
    • Higher dividends payable
    • Lower customer retention
    • Increased market power

  14. A software firm uses Net Promoter Score surveys. What is it measuring?

    • Labour productivity
    • Capacity utilisation
    • Liquidity ratio
    • Customer service quality

  15. A retail store introduces service level agreements for staff. What is the main aim?

    • Increase inventory levels
    • Standardise service quality
    • Reduce wage costs
    • Automate production lines

  16. Why might small businesses find obtaining external ISO accreditation difficult?

    • Mandatory legal restriction
    • Loss of control
    • High implementation costs
    • Decreased customer trust

  17. What is a primary risk when a business relies solely on competitive benchmarking?

    • Eliminating variable costs
    • Increasing income tax
    • Losing ISO certification
    • Copying obsolete practices

  18. Why is quality management in service industries harder than in manufacturing?

    • Goods can be stored
    • Quality is fully automated
    • Output is variable
    • Defects are easily recycled

  19. How do external quality standards primarily benefit external stakeholders like consumers?

    • Guarantees high dividends
    • Reduces trade tariffs
    • Eliminates income tax
    • Assures product safety

  20. What term describes the management of moving and storing goods across the supply chain?

    • Logistics
    • Procurement
    • Benchmarking
    • Outsourcing

All OCR Business quizzes