Quality is a non-negotiable element of business. Business is all about transcation. It’s a give and take. The level of quality at every stage of that exchange process is what can make or break a business.
In that sense the, quality in business must be maintained at many levels of the business cycle, including internal operations, shareholder and customer service management, product or service innovation, design, costing and delivery.
With better quality in its approach, a business exponentially increases its chances to capture the market share. Put in other words, quality is the currency of staying in business.
Ensuring quality in business involves detecting defects or problems in a product or service and correcting them before they get to the customer. In the event that a customer has problems with a product or service, quality involves redressing the issue through good customer management service.
In its simplest form, it’s about taking each and every customer to heart and ensuring that they are fully satisfied by the nature of the exchange process.
Of course, some business gurus say that quality is a perceptual and subjective attribute, but with proper systems and processes in place, it is an attribute that can be transformed from the abstract to the measurable.
In short, quality can be made concrete.
Business that ignores quality in its product or service provision only does so at its own peril. The business wil inevitably lose credibility and customers in the marketplace, and will experience a downturn in its bottom line.
So the fewer the defects in a product or service, the greater will be the customer satisfaction and customer retention. It is more likely that customers will also recommend their friends and relatives to purchase the business’ product or services.
As stated already, quality in business enhances the relationship between a given business and the customer.
Having said that, it is important to note that quality in business in not a static. Rather, it is a dynamic, living process. As times and circumstances, and market charachteristics shift, a business needs to continue redefining what quality means in its focus area. Of course, there are some long-standing values that will never be eroded by time such as good aesthetic, delivery on time, absense of errors and defects among others.
But the metaphysics of quality demand that business exercise an awakened consciousness to ensure that a customer’s experience of the business is enhance.
Quality in business does not happen in a vacuum, it has to be exercised with full consciousness of intended results.