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Quality is one of the most important dimensions of operational performance. In competitive markets, businesses that consistently deliver high-quality products and services earn customer loyalty, command premium prices, and build strong brands. Conversely, poor quality leads to customer complaints, returns, reputational damage, and ultimately, business failure.
Key Definition: Quality means consistently meeting or exceeding customer expectations. It encompasses the design, features, reliability, durability, and fitness for purpose of a product or service.
Quality affects virtually every aspect of business performance:
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