4List up to three examples of costs incurred by a business as a result of poor quality (one mark for each relevant point)

5. Outline up to four different factors that a customer might use to assess the quality of a product or service (one mark for each relevant factor)

6. List up to four ways in which a customer might consider that a product is not of satisfactory quality (one mark for each relevant suggestion)

7.List three possible disadvantages of relying on a system of quality inspection (one mark for each relevant point)

8.Define and explain the acronym TQM (3 marks) and outline two advantages to a business of implementing TQM (1 mark for each)