Q&A - Why is quality so important in business?

Quality helps determine a firm’s success in a number of ways:

• Customer loyalty – they return, make repeat purchases and recommend the product or service to others.
• Strong brand reputation for quality
• Retailers want to stock the product
• As the product is perceived to be better value for money, it may command a premium price and will become more price inelastic
• Fewer returns and replacements lead to reduced costs
• Attracting and retaining good staff

These points can each help support the marketing function in a business. However, firms have to work hard to maintain and improve their reputation for quality, which can easily be damaged by a news story about a quality failure.

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Revision Presentation - Operations and Technology [17 May 2012]
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Technology in action: inside the transparent factory [27 Jan 2012]
Revision Presentation - Lean Production [31 Dec 2011]
A quality control disaster turns into a new product opportunity [29 Dec 2011]
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Jaguar goes for NPD investment with £5bn plan [10 May 2011]
A seal of approval - has the Royal Warrant lost its magic? [12 Feb 2011]
Lesson Worksheet - Managing Quality (Introduction) [1 Aug 2010]
Lessons from the business model of King & Allen [13 Jul 2010]
Toyota UK fights back with tv & Youtube advertising campaign on quality [26 Jun 2010]
Quality Control, the old fashioned way [21 Mar 2010]
Wipeout Challenge - Total Quality Management [4 Mar 2010]
Amazing Production Video [15 Feb 2010]
Video case study - New Balance quality in a successful UK factory [28 Jan 2010]
Video case study - product testing adds to quality [24 Dec 2009]
Q&A - Which is best - quality control or quality assurance? [19 Dec 2009]
Q&A - How can benchmarking help with managing quality? [19 Dec 2009]
Q&A - What is involved in quality assurance [19 Dec 2009]
Q&A - Explain what is involved in quality control [19 Dec 2009]
Q&A - Can quality be measured? [19 Dec 2009]
Q&A - What are the costs of poor quality? [19 Dec 2009]
Q&A - Define what is meant by quality [19 Dec 2009]
Revision Presentation - Managing Quality [18 Dec 2009]
Mystery Shopping - Quality Control or Staff Snooping? [28 Oct 2009]
Batch production in action - cricket bats [12 Jul 2009]
Swimsuit malfunction - a failure of quality or just the wrong size? [2 Jul 2009]
Q&A - What are goods and services? [1 Mar 2009]
Video case study - LG moves away from mass production [25 Jan 2009]

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