What is Quality?

"The totality of features and( characteristics of a product or service that bear on its ability to satisfy stated or implied needs."
-Kotler

“Quality must provide goods and( services that completely satisfy the needs of both internal and external customers. Quality serves as the "bridge" between the producer of goods or services and its customer.”
-Johnson & Weinstein

“Quality is( consistent conformance to customer’s expectations.”
–Stack et al

( “Quality is a predictable degree of uniformity at a low cost with a quality suited to the market.”
-Deming

“Higher quality has a beneficial( effect on both revenues and cost.”
-Gummesson

Why Quality Matters?

In this increasingly competitive world, customers are in a position to demand forever increasing levels of service and quality. Rather than simply react to their demands, successful companies are proactive in the way they manage quality and continuously seek to improve......

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Title: Quality In Services
Approximate Word Count: 5773
Approximate Pages: 24 (250 words per double-spaced page)

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