Quality: a matter of standards: satisfied customers and business profits mean doing the job right the first time.

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

them.

* Satisfied customers are an army

of goodwill ambassadors for our

company, and can take their

business wherever they wish if we fail

them.

* Our profits and jobs depend upon

getting and keeping …