What is Quality?

What is Quality?

The standard of something as measured against other things of a similar kind; the degree of excellence of something: "quality of life".
Quality is the universal concept which describes if the goods and services offered by the supplier meet our expectations concerning the characteristics of the product or service.

• The fundamental reason for focusing on quality is the potential for an increased profitability.
  • Consumers demand and expect quality in return for their money.
  • Consumers recognize quality, and are willing to pay for it.

• Quality builds up the brand and makes the product more profitable.
  • The winner of the quality game gets the attention and the sales.

Key aspects of quality for the customer include:

• Good design – looks and style
• Good functionality – it does the job well
• Reliable – acceptable level of breakdowns or failure
• Consistency
• Durable – lasts as long as it should
• Good after sales service
• Value for money

• Products of poor quality may disappoint the buyer and consequently:
  • The buyer will not buy the product again.
  • The buyer will not buy any other product from the company.
  • The buyer will tell their friends and relatives about their bad experience.

Customer loyalty – they return, make repeat purchases and recommend the product or service to others.

Strong brand reputation for quality

• Poor quality leads to product failure.

• Better quality leads to:
  • Increased production.
  • Lower warranty costs.
  • Lower marketing costs.
  • Fewer surprises.

  The quality of the products and services sold on the market are assured via

- standards,
- technical regulations,
- testing and certification,
- metrology and accreditation.
Why Quality is important?
 a satisfied customer is not always a loyal one
Positive customer experiences delight the consumer and lead to additional sales.