Quality
Quality is about meeting the minimum standard required to satisfy customer needs. High quality products meet the standards set by customers - for example, a high quality washing-up liquid can claim that one squirt is sufficient to clean a family's dirty plates after a meal. A poor quality washing-up liquid requires several squirts.
How to control quality
How to control quality
- Quality control - where finished products are checked by inspectors to see if they meet the set standard.
- Quality assurance - where quality is built into the production process. For example, all staff check all items at all stages of the production process for faults. In this way everyone takes responsibility for delivering quality. Successful quality assurance results in zero defect production.
Ways to Improve customer service
- Training so that staff understand their role and responsibilities. For instance, asking every customer if they are happy with their meal.
- Innovation or introducing new ideas and methods. For example, altering the menu every three months keeps customers interested and helps a café to stay one step ahead of the competition.
- Listening to customers helps a business adjust its products to better match consumer needs and respond to any problems.