4.4 business
Unit 4.4 - Improving quality Quality - Quality - is a measure of excellence which is free from defects or significant variations. A product or service whose features consistently allow it to satisfy (or delight) customers. Quality is a matter of personal opinion -so it is subjective and can vary from one customer to another The quality of a product depends on its ability to meet customer requirements consistently. This will depend upon: - how well the needs have been defined -how well the firm has designed the manufacturing process -how well designed the product is Quality tangible and intangible - intangible: -image and brand -reputation -exclusiveness Tangible: -appearances -reliability -durability -functions (added extras) -after sales service -repair and maintenance needs Benefits - -impact on sales - if it meets customer demands product demand should rise -creating a USP - unique selling point can increase demand -firms reputation - not having a ...