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QUALITY – INTRODUCTION What is quality? Quality is important to businesses but can be quite hard to define. Customers want quality that is appropriate to the price that they are prepared to pay and the level of competition in the market. Key Aspects: 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 ‘Value for money’ is especially important, because in most markets there is room for products of different overall levels of quality, and the customer must be satisfied that the price fairly reflects the quality. For example, the car maker Skoda is now part of the Volkswagen group which is well-known for quality cars, but prior to this, Skoda owners were amongst the most loyal because even though the cars fell short of most others in style, comfort and performance, they were tough, reliable and very good value for money. Some products and services are marketed as ‘basic’, having none of the extra features and
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This note was uploaded on 09/09/2010 for the course ACCOUNTING 2345 taught by Professor Dr.ijueh during the Spring '10 term at twsu.edu.

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quality-introduction-its-importance-1233777594461332-2 -...

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