Costs and To understand Costs and benefits 1 Starter show – benefits of the and include additional Students split into groups. Some groups focus on the benefits of maintaining maintaining benefits of sales, image/ quality, others focus on the costs of maintaining quality. Each group creates quality maintaining reputation, higher a list of the main benefits/costs of maintaining quality. A representative from quality. price, inspection each group explains one point that is on their list to the rest of the class. costs, staff training, 4-mark question explain two benefits of maintaining quality for a business product recalls and – like Apple. the provision of services. To understand Be aware of issues 1 Starter – the possible particularly if understanding of diseconomies of scale. quality issues as outsourcing and Discuss issues of outsourcing call centres and production to other countries businesses franchising is used. grow. – Students research an example of a business that has suffered quality issues as they have Use to assess understanding. 3.3.4 Good customer services Specification Learning Additional Suggested Learning activities and resources content objectives guidance timing (hours) Methods of good To analyse the Methods of good 3 Starter show clip from – service techniques service include The best clip illustrating customer service is between 5–10.30 mins. Students businesses use product knowledge, consider the issues identified in the quality of customer service and generate ideas to provide good customer on how the process could be improved. engagement
Costs and benefits of maintaining quality To understand the and benefits of maintaining quality. Costs and benefits include additional sales, image/ reputation, higher price, inspection costs, staff training, product recalls and the provision of services. 1 Starter – show Students split into groups. Some groups focus on the benefits of maintaining quality, others focus on the costs of maintaining quality. Each group creates a list of the main benefits/costs of maintaining quality. A representative from each group explains one point that is on their list to the rest of the class. 4-mark question – explain two benefits of maintaining quality for a business like Apple. To understand the possible quality issues as businesses grow. Be aware of issues particularly if outsourcing and franchising is used. 1 Starter – understanding of diseconomies of scale. Discuss issues of outsourcing call centres and production to other countries – Students research an example of a business that has suffered quality issues as they have Use to assess understanding. 3.3.4 Good customer services Specification content Learning objectives Additional guidance Suggested timing (hours) Learning activities and resources Methods of good service To analyse the techniques businesses use to provide good Methods of good service include product knowledge, customer engagement 3 Starter – show clip from The best clip illustrating customer service is between 5–10.30 mins. Students consider the issues identified in the quality of customer service and generate ideas on how the process could be improved.
AQA-8132-SOW-3YR.DOCX