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Quality: a matter of standards
Satisfied customers and business profits mean doing the job right the first time.
One of the most abused and misused words in business is quality. It's easy to promise, but hard to deliver. When a company's quality suffers, its customers leave.
It costs money in advertising, sales promotion and marketing to get customers -- then it's up to personnel and quality service to keep them.
Some points to ponder:
* Customers are our most valuable
asset -- they are not dependent
upon us, we are dependent upon
* Satisfied customers are an army
of goodwill ambassadors for our
company, and can take their
business wherever they wish if we fail
* Our profits and jobs depend upon
getting and keeping …