Dependability

• Overall


  Goods, dependability refers to how long the products are useful before they fail (number of warranty claims is a good indicator as are customer ratings)

  Services, dependability, refers to consistency of service standards and reliability (number of complaints received is a good indicator)

  Non-perishable goods: dependable if they’re extremely durable and perishable goods are dependable if their quality is consistent
• Purpose + strategy


  Purpose: to gain a positive business reputation and long-lasting relationships with customers → leading to repeat sales

  Use quality management processes to achieve it and use the R&D to access high-tech quality management procedures and equipment