Chapter 27

He was ready to proceed to the next topic after answering the questions from the audience. The slides came up and he continued, ‘Quality is one of the major key factors to satisfy your customer, think your self in his shoes, you want the best product that money can buy but also like to get the best deal; How to make sure your customer gets the quality of products and services you intended to deliver and he has paid for. Let’s look at the key features to meet and ensure quality.

Quality is defined as the degree of excellence. When you're ensuring a particular level of quality, you're ensuring that your product or service has the desired degree of excellence - more importantly, you're ensuring that the customer receives the level of quality he expects and which he paid for. Many businesses use Quality Assurance programs to ensure that they produce the desired quality. These are international standards which, if applied consistently, will ensure that you get the results you want.

Quality as far as your products and services are concerned has two aspects: what you sell has to do what it is supposed to do and it has to keep doing it for a reasonable length of time. The first aspect is achieved by checking out your product or service before it reaches the customer. If it doesn't do what it is supposed to, you can fix it. The second aspect is achieved by staying in contact with customers to check if what you supplied meets their expectations. If it doesn't, you can change how you do things so that it will in the future’.