Quality control and customer service. Dealing with detective products

What is the quality of a product? It is the customer’s assessment of its attributes. It is an individual and public expectations. Quality is the set of features and characteristics of a product or service that bears its ability to satisfy certain needs. Over the past few decades, there has been increasing attention on quality in terms of such features as appearance, reliability, durability, serviceability, and so on.

Creating and maintaining the high quality standards is very important for every organization, because the products and services are getting more reliable. Therefore the company will get loyal clients. But following there requirement takes much time and money.

There are two approaches, which help to create quality standards: Total Quality Management and Quality Control. On the one hand, QC is more common and long-practiced, involving constant monitoring and routine cheeks. On the other hand TQM is more modern with creative involving personal in making decisions.

Finally, the most important thing is investing in the product-developments, so that to get the durable gadget. Also very important for maintaining high quality standards is connected with mostly people.

Much companies have a policy of zero defects, when they fed up with receiving complaints from customers about the poor quality, in such way company withdraw a product from sale. They set up a special group of specialist to collect market feedback and investigate it.

Often high quality means high cost, but more important is investing in a high quality.

There is a quality control department which is responsible for guarantying appropriate quality and developing techniques that allow to measure quality.

Old-fashioned concept of quality: Miele. How can manufacturers guarantee product quality?

What is Miele? Miele is the German company, a global leader in high-quality domestic appliances such as washing machines and vacuum cleaners.

It is famous for its high manufacturing standards and refusal to move down-market and compete on price. To maintain its quality standards they refuse to outsource and manufacture in their own plants in Germany. This approach is respected by Miele’s industry competitors. The company is icon of quality in the industry.

The company spends a lot on product development and pays much attention to details, which implies higher than competitor’s prices.

The company also believes it can make its German plants more competitive by changes in working practices. The company encourages its factories to make improvements and innovations in their production processes to produce reliable and durable individual parts.

Even though Miele’s manufacturing costs are higher than its competitors, the company says these are justified by its ability to produce appliances that despite their high prices people want to buy.

The brand stands for quality and the company has built up a great loyalty among consumers.

So, the strategy of the company keeps ahead of competitors and interest new generations of increasingly cost-conscious consumers.