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

What Happens When Quality goes Wrong…

The new iPhone

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”