Physical appearance - If it looks more appealing and feels sturdier than a rival product, customers will probably think it’s better quality, Durability and reliability - Depending on its usage, customers expect a product to last a certain amount of time and if it breaks down irreparably before then would be thought to be of poor quality, After-sales service - If problems arise with a product, customers will expect there to be a professional response to a complaint, and for the problem to be resolved in an acceptable manner, Company’s reputation - If an organisation is well known and trusted for its quality products, customers will probably prefer it to a lesser-known company that sells cheaper products, Value for money - Customers want to feel that they are getting a quality product or service for their hard-earned money., Good reputation - If a brand is good quality customers will be loyal and continue to buy, Legal requirements - Some products need to meet a minimum standard to be considered safe or appropriate., Retailers - Will be happy to stock good quality products., Competitiveness - Businesses can be more attractive to consumers than rival companies selling inferior products., Priced Higher - High quality can command a higher price than lower quality products., Fewer returns - Products will be reliable and durable and customers are less likely to return them. , Fewer customer complaints - and a good reputation, whereas substandard goods could result in lots of complaints, with the organisation’s reputation being brought into disrepute., Reduce waste - by using higher quality materials from suppliers,

4. Operations - Importance of Quality

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