38 PART 1 Principles of Quality REVIEW QUESTIONS 9. Why is service quality espec
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38 PART 1 Principles of Quality REVIEW QUESTIONS 9. Why is service quality especially im I. What factors have contributed to the increased today's business environment? awareness of quality in modern business? the Quality Profiles use to help them achieve high in this chapter and internal customers, Ilustrate how these con-a 2 What practices do Motorola and MidwayUSA in 10. Discuss the differences between manufact service organizations. What are the implications these differences for quality management? 3. Summarize the six quality perspectives described 11. Explain the roles of people and information ted nology in providing quality service. How does Th Ritz-Carlton Hotel Company, LLC use employe 4. Distinguish among consumers, external customers, and information technology for quality service cepts apply to a Chipotle's restaurant, a Walmart, 12. How can business support activities help to sustain or a similar franchise or chain store. quality in an organization? Give examples of some key business support activities and their role competitive advantage? free"? quality in improving a firm's profitability 5. Explain why a single quality definition is not sufficient. 6. Brietly summarize the history of quality before and 13. How does quality support the achievement af 14. What did Philip Crosby mean by Quality i 15. Explain the role of both design and conformance since the industrial revolution. What caused the most significant changes? 7. Define the following terms: a quality assurance b. total quality ormance excellence 16. What evidence exists to counter the claim that d. competitive advantage 8. Explain how each major function of a manufactur 17. Why is it important t Quality does not pay"? ing system contributes to total quality personalize qualiy principles?Explanation / Answer
Increased awareness of quality in modern Business can be due various factors as discussed below.
Globalization – Globalization has led to rapid growth in logistics and the way transactions have been happening lately throughout the world. There are fewer limits than ever today, as in the way the consumer can purchase and the sellers can sell around the world. Hence observation of newer ways of business has led to this evolution and awareness of quality in modern business.
Consumer protection forums and awareness initiatives by the concerned authorities: Consumer has been empowered like never before (especially in the last few decades). As we all see the worldwide trend of putting the consumer first in terms of satisfaction has immensely contributed to the increased awareness of quality in modern business.
Competition for a survival: As we know that competition is good for growth. This is not only true for the competitors but also for the consumers because they get better quality of goods and services. Larger number of competitors means they will be striving to be the best and hence this ways best quality production of goods and services takes place.
Active service and going an extra mile = More Promoters of the brand : you might have heard that the best advertisers are the happy customers. The truth is, dimensions of doing the business has changed altogether in the past few decades. A business is no more a factory passively producing goods that are good for nothing. In today’s world that zeal of going an extra mile (premium quality of goods and services) for the customer is what it takes to win the customer’s trust.
Expansion: This would be inter-related to the pointer discussed above. Companies want to leverage the testimonies and the trust they gain in a certain part of the world, to expand and spread the word so that it helps to create a base for them in a new market/ new place of business. This long term view has also created an eco-system that benefits the consumer over all in terms of quality.
Increased spending power of consumers: As we move ahead in future, the spending power of consumers in the developed and developing nations has been consistently increasing. This directly impacts the strategies of production adopted by the companies. They not only have to focus on supplying for demand, but also to keep the quality at par.
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