Obj. 2.06

1. Apply Quality Assurances to Enhance product/service offerings Part I – Grades and Standards Obj. 2.06

2. What Are Grades and Standards? • Grades: Ratings assigned to products that tell to what extent standards were met • Standards: Specifications that are used as a basis for comparing or judging goods or services

3. Grades and Standards • Why learn about Standards and Grades? • How do Standards and Grades affect YOU?

4. Who sets grades and standards? • Government agencies • FDA – food and drugs • County Health Dept. – restaurants • Trade and professional organizations (to promote product safety or provide information) • AAA – motels • Movie Ratings • Businesses • Ford requires suppliers to meet certain standards when making “Q1” parts. http://www.youtube.com/watch?v=euUqPDFmQxM

5. Grades and Standards • Where have you eaten lately?

6. Grades and Standards • How did Grades and Standards affect your food? Milk Inspected Eggs Quality http://www.youtube.com/watch?v=BtnNhYb7sJk

7. Other Examples of How Companies Use Grades and Standards • Specific tire sizes to fit our specific cars. • McDonald’s requires specific standards so everything is the same in each restaurant around the country. Globally these standards are adjusted for cultural and local standards. http://www.youtube.com/watch?v=5HPnULHzJVc&feature=related

8. Graded Products • What is graded according to its octane rating? • What is graded according to hardwood and softwood? • Prime, choice, and select grades refer to what? • This is grades for bacteria count, odor, and taste • This product is assigned numbers according to its thickness • This product is graded according to its carbon and sulfur content Meat Milk Gas Lumber Coal Oil

9. Role Play Activity A restaurant has a surprise visit from a health inspector and the owner and employees have not made any changes to meet the health standards that are required to serve food to the public. Discussion: How can the restaurant make the changes to meet the standards? When the restaurant get a bad grade what will happen publicly? How can the restaurant counter act using marketing strategies?

10. Role Play Activity Discussion: How can the restaurant make the changes to meet the standards? When the restaurant get a bad grade what will happen publicly? How can the restaurant counter act using marketing strategies?

11. Obj. 2.05 Apply Quality Assurances to Enhance product/service offerings Part II – Grades and Standards http://www.insideedition.com/videos/236-inside-editions-rat-patrol-visits-philadelphia http://myfox8.com/2012/08/31/stricter-guidlines-go-into-effect-for-nc-restaurants/

12. Grades and Standards • How do Businesses use Grades and Standards? • Standards are set • Products are rated against standards and assigned a grade http://www.youtube.com/watch?v=Yo8kfV9kONw

13. Grades and Standards • What do businesses do with products that fail to meet lowest standards? • Products are disposed of or revamped

14. Grades and Standards • How do Grades and Standards aid in the buying and selling process? Speeds things up! Consumers do not have to inspect. We know what products rank higher than others.

15. Grades and Standards • How are grades and • standards important in a • Global Market? • By using certain requirements, • products are known safe to use • internationally. • The standard is known as 1S0 9000 International Organization for Standardization

16. Grades and Standards • What are 4 types of standards that businesses use? 1. Quantity - ex. how much will be produced in 1 day 2. Quality -ex. no returns or defective products 3. Time -ex. how many products can be made per hour 4. Cost -ex. how much do the products cost to make

17. Obj. 2.05 Apply Quality Assurances to Enhance product/service offerings Part III – Warranties & Guarantees

18. What is a warranty? • Warranty is a defined promise made by the seller to the consumer that the seller will repair or replace a product that does not perform as expected

19. Types of warranties • Defined as promises expressed in a specific statement concerning the quality of the product • Can be written or oral • Defined as an unwritten, unstated warranty understood by the consumer and the seller that a product will perform as expected • The product will do what it is designed and recommended to do Express Warranty Implied Warranty

20. Types of warranties • Defined as warranties that cover the entire product • If the product doesn’t work it must be made good in a reasonable time if not the customer can choose a replacement or refund • No time limits on implied warranties • The customer need only notify the warrantor in order to obtain repairs • Defined as warranties that do not contain the provisions of full warranties, may cover only certain repairs or specific parts Full Warranty Limited Warranty http://www.youtube.com/watch?v=vCPYLlH9hSI&feature=fvsr

21. What is A guarantee? • Defined as a promise made by the seller to the consumer that the seller will refund the consumer’s purchase price if the product doesn’t perform as expected. • AKA – “Money-back guarantees” • While warranties usually apply to goods, guarantees are given for both goods and services

22. Characteristics of a effective guarantee • Easy for the customer to implement • Not a lot of forms, people to see , and different locations • Easy for the customer to collect • When possible money should be refunded on the spot • Unconditional • No conditions for the customer to meet • Understandable • Clear language and no difficulty understanding the promises

23. Purposes of warranties and guarantees • To use as a promotional tool • To use as a competitive tool • To use as a image builder • To reassure prospective customers • To protect the producer and seller • To gain repeat customers • To increase sales

24. Benefits of warranties and guarantees • Reduced anxiety about purchases • Free repairs • Service information • Legal recourse • A customer-oriented focus • Establishment of clear standards • Feedback from customers • Increased profits Consumer Benefits Business Benefits

25. Why are warranties and guarantees regulated and controlled by the law? • They can cause problems for producers • Consumers misuse the product • Customers expect problems to be fixed that are not under warranty • There have been times when companies have “guaranteed” their products without living up t the terms of the warranty or guarantee and the customer was cheated.

26. Magnuson-moss warranty act of 1975 • This Act provides guidelines for businesses offering warranties and guarantees with their product. • Protects consumers • Makes warranties stronger & easier for consumers to understand • Covers all consumer products & requires marketers to provide product information to consumers even before they make the purchase • FTC has the authority to regulate warranties on products tat sell for more than $15

27. “You Do” • Find and read a product warranty, and answer the following questions: • a. Is the warranty full or limited? • b. If a manufacturer defect is found, how is the purchaser protected? • c. What is the procedure for obtaining repairs? • d. What disclaimers are cited? • e. Does the warranty expire? If so, when?

28. Obj. 2.05 Apply Quality Assurances to Enhance product/service offerings Part IV – Liability and Recalls

29. Product liability • 3 major types of claims: • manufacturing defect • design defect • a failure to warn (also known as marketing defects) • Product liability is the area of law in which manufacturers, distributors, suppliers, retailers, and others who make products available to the public are held responsible for the injuries those products cause.

30. Product recalls • A product recall is a request to return to the maker a batch or an entire production run of a product, usually due to the discovery of safety issues. The recall is an effort to limit liability (which can cause costly legal penalties and damage in reputation) • Recalls are costly to a company because they often entail replacing the recalled product or paying for damage caused by use, although possibly less costly than consequential costs caused by damage to brand name and reduced trust in the manufacturer http://www.youtube.com/watch?v=u83YE5pp2F8&feature=fvsr http://www.youtube.com/watch?v=bVuP17Byfp4&feature=related

31. Product recall agencies • Food and Drug Administration (FDA): Food, pharmaceutical drugs, health supplements, cosmetics. • United States Department of Agriculture (USDA): Meat, poultry, eggs. • National Highway Traffic Safety Administration (NHTSA): On-road vehicles and related products (e.g. cars, trucks, vans, recreational vehicles, motorcycles, tires, motorcycle helmets, children's safety seats) • US Coast Guard: Marine vehicles and related products (e.g. boats, personal watercraft, life jackets) • Consumer Product Safety Commission (CPSC): Consumer products (e.g. toys, household goods, bicycles, off-road vehicles, etc.) • Environmental Protection Agency (EPA): Pesticides, fertilizers, and anything harmful to the environment • Federal Aviation Administration (FAA): Aircraft

32. “You Do” • Use the Internet to locate information about a recent case involving the Consumer Product Safety Commission (CPSC). Record the following information: • Name of the company • Nature of the product safety issue • Outcome of the case • You will present your findings to the class