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QUALITY
Quality is attached to the behavior of the people in the service chain
If management functions are weak, risk "germinates" and blossoms over time feeding on further mistakes, resulting in compromised quality.
Quality should be viewed as such, not only by customers but by many interest groups, even if they can't afford it or like it
The notion that a small business is risky and delivers low-quality products because its resources are limited, is very strong and unforgiving in some consumers
Risk is minimized when we do the basics right, even in small doses
CUSTOMER SATISFACTION GRID
Quality is attached to the behavior of the people in the service chain
If management functions are weak, risk "germinates" and blossoms over time feeding on further mistakes, resulting in compromised quality.
Quality should be viewed as such, not only by customers but by many interest groups, even if they can't afford it or like it
The notion that a small business is risky and delivers low-quality products because its resources are limited, is very strong and unforgiving in some consumers
Risk is minimized when we do the basics right, even in small doses
CUSTOMER SATISFACTION GRID
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