Quality in a product or service is not what the supplier puts in, it is what the customer gets out and is willing to pay for it.
- Peter Drucker
Production cost of bad products is five times the cost of good products. Companies that produce bad products not only will not survive in this competing world, but they pay exceeding more for the production and marketing of their goods. The greatest cost of bad products is loss of reputation. Bad reputation will quickly cripple organizations and knock them out of business. To stay in business in this chaotic world, organizations must meet four competing demands of the society:
Maintain Quality: Quality of service and product will keep any organization competitive. Whether you are operating a school, medical facilities, banking, cleaning services and so on. The only connecting thread between your organization and the public, is quality product or service.
Service: The way you package your products, the way you attend to your clients and the business environment are sometimes more important to customers than the product itself. By not providing good services to customers, you force them to penalize you by taking their business elsewhere.
Innovation: Innovation is the generation, acceptance and implementation of new ideas, processes, products or services. It can occur in any part of the organization, and it can involve creative use, as well as, original invention. Innovation is the key to increased service, quality, and productivity. It facilitates response to changes in external or internal conditions of the organizations.
Productivity: Excellent service, high quality products and innovation management approach will normally lead to high productivity. Also, the quality of personnel, machines and equipment, materials, capital, facilities, energy and time, will determine the level of productivity.
The products of yesterday no longer satisfy today’s consumers. With constant fierce competition, new technology, and demanding consumers, the need for quality products, good service, and innovation will be the survival mechanisms. Most successful organizations are those that view excellent, quality and service as a journey, not a destination.
The true test of business’s customer service fitness is not when things are going right – but rather what is done when things are wrong
- Steve Ferrante