miércoles, 7 de noviembre de 2012

Factors affecting business success

Competing for customers – “Providing customer service”

-         Providing good customer service will help to gain and keep customers
-         Front line employees are the most important because they are the ones who have a relation face-to-face with consumers.
-         Nowadays, employees are being given more power to make decisions.

Providing quality products

-         Quality can be defined as what consumers demand from the product.
-         Quality Control develops a set of standards that are used to decide what products can be sold and which must be rejected.
o       Product recalls are done to protect consumers when a product poses a hazard or health risk
o       Companies can either recall products voluntarily.
-         Poor quality products do not perform properly, wear out or break down.
-         Poor quality will result in a bad reputation.

The International Organization for Standardization (ISO)

-         It is an organization that has been helping companies standardize quality.
-         ISO certified companies use standards that increase the quality, reliability and affectiveness of goods and services.
The European Union requires all companies it does business with to be ISO certified.

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