In my opinion companies ultimate goal is to build customer relationship. To do this a firm must have a quality product or service. The delivery of superior quality begins with a solid understanding of the customers' expectations. Greeting customers by name, answering, the phone on the second ring, and delivering a mouth watering pizza within 30 minutes are all some good examples of quality standards that may, or may not, be achieved. A firm must be able to fulfill the needs of its customers better than its competitors. They product that the firm is offering must also exceed the customers expectations, but not just the product itself the salesperson play an important role in adding quality. The interaction among the customer, the firm's employees, and other and other customers will have an effect on the quality of the product or service.
From skimming through this video, http://www.youtube.com/watch?v=Pd_uRGy5RKY, I found a lot of good characteristics of quality which are technological (surface finish), psychological (taste), time oriented (reliability/availability), contractual (guarantee provision), ethical (courtesy/honesty). After reviewing all of this information like must of you have stated, a particular product comes to mind which Ford Mustang is. I am a proud mustang owner and I have had it for 6 years and it has not given me any trouble. Ford offers a service called "Auto butler" which is basically a free detailing service, once a year. I have also gotten rear ended, and need a new back bumper and ford fixed in within two days, and I expected it to take about a week. When you meet the customers' needs you have a good product or service, but when you exceed them you have a stand out product or service.
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