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.