Business Operations — AQA GCSE Business
Operations is about how a business produces its goods or services and ensures they are good quality.
Production processes
- Job production — making one-off, custom items (e.g. a wedding cake). High quality, but slow and expensive.
- Batch production — making groups of identical items (e.g. bread in batches). More efficient but less flexible.
- Flow production — continuous mass production on a production line (e.g. cars). Low unit cost but high set-up cost and inflexible.
Technology and automation can improve efficiency, consistency and productivity.
Quality
Maintaining quality keeps customers satisfied and protects reputation:
- Quality control — checking/inspecting products at the end of production.
- Quality assurance — building quality in at every stage of production, often with staff responsible for their own checks.
Good quality reduces waste and returns, and supports the brand.
The sales process and customer service
The way a business sells and supports customers affects success. Good customer service (product knowledge, after-sales service, handling complaints) builds customer loyalty and repeat business. Methods include e-commerce, face-to-face, and telephone/online support.
Stock control and suppliers
Businesses manage stock so they have enough to meet demand without holding too much (which ties up money and storage). Just-in-time (JIT) keeps stock low by ordering as needed. Choosing the right suppliers (by price, quality, reliability and speed) is important — the procurement process and good supplier relationships affect costs and quality.
Exam tips
- Compare job, batch and flow production (cost, flexibility, scale).
- Distinguish quality control (inspect at the end) from quality assurance (build in throughout).
- Explain how good customer service builds loyalty.
- Know the benefits and risks of JIT stock control and choosing suppliers.