1. Lesson Objectives To know and understand what Quality is and why it is important To know and understand the factors that can affect quality

2. What is Quality? Quality After sales care Customer Care and Satisfaction Durability Production wastage ReturnsSafetyReliability Have you bought anything recently that you have been unhappy with?

3. Why is Quality Important? Gives the business a competitive advantage Encourages future purchases Builds customer confidence in products and brands Reduces the cost of solving post sales problems. e.g. returns

4. What Happens When Quality goes Wrong…

5. The new iPhone

6. Quality and the iPhone... “Insider Says iPhone has serious Quality Problems” “C oncern has been raised that the designs that Apple submitted for manufacture were not robust enough” “Thousands of the new iPhone are returned for repair with shocking quality issues!” “Poor Christmas sales of the iPhone expected as quality issues remain unresolved” “After sales cost for apple expected to be astronomical as iPhone quality issues continue”