Quality

• what is quality?


  meeting the needs and expectations of customers in the right quantity at the right time
• what is the trade off between price and quality?


  if you want to buy a high quality product you will have to pay a high price, but if you want a cheaper good the quality wont be as good
• when does the customer determine quality?


  by the standard of the product, the durability, the price and packaging
• how do customers define quality?


  wuality is about meeting the needs and expectations of customers, performance, appearance, availability and delivery, reliability, and durability
• what are the tangible measures of quality?

  • reliability
  • functions and features
  • support levels and standards
  • cost of ownership
• what are the intangible methods of quality?

  • brand image
  • exclusiveness
  • market reputation
• what is the meaning of quality for services?

  • friendliness of staff
  • speed of service
  • efficiency of service
  • staff knowledge
• why is quality so important in business?


  markets are highly competitive: customers are more

  • knowledgeable and demanding
  • prepared to complain about poor quality
  • able to share information about poor quality
• what are examples of poor quality?

  • product fails
  • product doesn't performs as promised
  • product is delivered late
  • poor instructions/ directions for use
  • unresponsive customer service
• why is quality important?

  • helps achieve lower unit costs
  • positive image to consumer
  • usp
  • lower legal costs
  • charge higher price
  • improved competitiveness
  • fewer returns
• what is the business benefits of greater quality?

  • customer satisfaction
  • repeat purchases
  • customer recommendation
  • lower marketing costs
  • higher customer loyalty
• which business use quality as a source of competitive advantage?

  apple, Starbucks, disney
• what are problems of poor quality?

  • production- high wasteage
  • final product- appearance
  • customer &after sales service-dealing with concerns