Quality

1. Measures of Quality

1.1. Tangible

1.1.1. Reliability

1.1.2. Functions & features

1.1.3. Support levels & standards

1.1.4. Cost of ownership

1.2. Intangible

1.2.1. Brand image

1.2.2. New Topic

1.2.3. Market Reputation

2. Customers needs & expectations

2.1. Performance

2.2. Appearance

2.3. Availability

2.4. Reliability/durable

2.5. Price/value for money

3. Business Benefits of Greater Quality

3.1. Customers satisfaction

3.2. Repeat purchase

3.3. Customer recommendation

3.4. Lower market cost

3.5. Higher customer loyalty

4. Quality Management Principles

4.1. Customer focus

4.2. Leadership

4.3. Engagement of people

4.4. Process approach

4.5. Improvement

4.6. Evidence-based decision making

4.7. Relationship management