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1_Quality

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Quality:definition, meausres and importance to a business
nadia_delorme
Mind Map by nadia_delorme, updated more than 1 year ago More Less
nadia_delorme
Created by nadia_delorme about 10 years ago
nadia_delorme
Copied by nadia_delorme about 10 years ago
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Resource summary

Quality
  1. Meet customers' expectations - Fit to purpose
    1. Measures
      1. Tangible
        1. Reliability
          1. Appearance
            1. After-sales service
              1. Repair and maintenance needed
                1. Functions
                2. Intangible
                  1. Brand image
                    1. Reputation
                      1. Exclusiveness
                    2. Importance of quality
                      1. To customers
                        1. Cheaper products
                          1. Safe products
                            1. Products available in lots of places
                              1. Uniqueness of a product
                                1. Good customer service
                                2. To businesses
                                  1. Gaining competitive advantage
                                    1. Impact on sales
                                      1. Creating USP
                                        1. Attracting and retaining good staff
                                          1. Cost reductions
                                            1. Meeting standards
                                              1. Impact on selling price
                                                1. Brand loyalty and reputation
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