lesson objectives to know and understand what quality is and why it is important to know and...
TRANSCRIPT
Lesson ObjectivesTo know and understand what Quality is and
why it is important
To know and understand the factors that can affect quality
What is Quality?
ReliabilityReliability
SafetySafety
ReturnsReturns Productionwastage
Productionwastage
DurabilityDurability
CustomerCare and
Satisfaction
CustomerCare and
Satisfaction
After sales care
After sales care
QualityQuality
Have you bought anything recently that you have been unhappy with?
Why is Quality Important?Gives the business a competitive
advantageEncourages future purchasesBuilds customer confidence in products
and brandsReduces the cost of solving post sales
problems. e.g. returns
Quality and the iPhone...“Insider Says iPhone has serious Quality Problems”
“Concern has been raised that the designs that Apple submitted for manufacture were not robust enough”
“Thousands of the new iPhone are returned for repair with shocking quality issues!”
“Poor Christmas sales of the iPhone expected as quality issues remain unresolved”
“After sales cost for apple expected to be astronomical as iPhone quality issues continue”