The potential costs of poor quality go well beyond the actual cost of the product or service that has failed to meet customer expectations.
You can probably come up with several examples from your own experience of when you have come across poor quality: e.g.
Poor customer service as listed above results in additional business costs:
You can see from the list above that poor quality is a source of competitive disadvantage. If competitors are achieving higher quality, then a business will suffer.
The flip side of the above is that a business can benefit by improving its quality. The key benefits of improved quality are:
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