Quality is consistency.

  • It creates an expectation.
  • It sets the bar.

With regards to quality, a business must:

  • Learn how to fulfill the expectation they have created.
  • Match their message with the expectation.
  • Minimize costs but still provide consistency.

What makes your business unique?

  • Better customer service can be the differentiator.

Cost of Quality metrics:

  • Easier to determine for a product vs a service.
  • It minimizes failures by using tools such as inspections or surveys.
  • It aids in the prevention of defects and variations using training and systems.

Jim Gray, JPG Advisors LLC

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