Quality learning Objectives

BUSINESS ENGLISH
A-202 TURSUNKULOVA MOKHIRA

QUALITY

Learning Objectives

• Explain the meaning and significance of quality
• Assess the various quality systems
• Discuss difference between quality assurance and quality control

INTRODUCTION

• Quality is one of the most important challenges facing a business
• Nearly all markets are becoming more competitive:
• Customers are more knowledgeable
• Customers are more demanding
• Customers are more prepared to complain about poor quality
• Customers can easily share information about poor quality (e.g. via email or internet discussion groups)
• If a business can develop a reputation for high quality, then it may be able to create an advantage over its competitors

WHAT IS MEANT BY QUALITY?

• Quality is about meeting the needs and expectations of customers
• Think about your needs and expectations as a customer when you buy a product or service. These may include
• Performance
• Appearance
• Availability
• Delivery
• Reliability
• Price
• If a product or service meets all those needs - then it passes the quality test. If it doesn't, then it is sub- standard.

EXAMPLES OF POOR QUALITY

• Product fails – e.g. a breakdown or unexpected wear and tear
• Product does not perform as promised Product is delivered late
• Poor instructions/directions for use
• Customer service is hard to find (e.g. telephone not answered)
• Business employees appear rude or uninterested in the customer

THANKS FOR YOUR ATTENTION

Additioal source of Unit10