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  • Quality
    • "Quality is about meeting the needs and expectations of customers"
    • Key Aspects for the Customer
      • Good Design
      • Good Functionality - Durable
      • Reliable + Consistency
      • Value for Money
      • Good after sales service - guarantees
    • Helps determine a businesses success.
      • Customer Loyalty
      • Strong Brand Reputation
      • Retailers want to stock product
      • Fewer returns + replacements= reduced costs
      • Attracts retains good staff
    • Can help the marketing function in a business.
      • Have to work hard to maintain + improve reputation
        • Rep can be damaged by a news story about a quality failure.


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