Quality

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Quality

Definition: those features of a product or service that allow it to satisfy (or delight) customers. 

Tangible messures of quality

  • Appearance
  • Reliability
  • Durability
  • Functions (added extras)
  • After-sales service: cost, promptness and effectiveness.
  • Repair and maintenance needs

Intangible measures of quality

  • Image and brand
  • Reputation
  • Exclusiveness
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Benefits of having a quality system

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