Quality Products and Services: Crucial for Client Satisfaction and Loyalty - Research Paper

Introduction

The quality of any given product remains to be essential to the quality of service to be rendered to the clients. There is a significant effect of quality on the supply of the finished services and goods. Quality has a critical role in creating satisfaction for your clients and thus boosting on loyalty. The retaining of loyalty among your customers brought out by quality aids in the continuation of purchasing power in the future of the business is done. The quality goods and services depicted on the essential contribution of the long-term profitability and revenue to the organization or business activity being carried out. Quality products have a long chain of having to remain in business due to a proper flow of revenue and profit that contributes to the continuity of the organization (KENYON, G. N., & SEN, K. C. 2015 p. 22).

Is your time best spent reading someone else’s essay? Get a 100% original essay FROM A CERTIFIED WRITER!

Order now

More so, quality aids in determining the longevity of a product or service since it shows the duration in which a product is expected to function. The aspect of needs on fulfillment is contributed by quality since the client is given a chance to determine the essentiality of the product or service rendered (WOOD, D. C. 2013 p. 33). Notably, the effect of quality aids in weighing the need vs., cost since it shows how much the customer needs to be compared to how much good cost. The security of a product is essential for the customer, and therefore, quality remains to measure its significance. Lastly, the effect of quality finished service, and good is vital in determining the usability and the efficiency that is expected to be felt by the customer. Usability is termed as being the ease of the use of a specific good or service by the client and is very critical for the client to have more apprehension on this element of quality. Efficiency is taken to be the aspect that shows how a customer can be saved on his or her money, the environment, and the streamlined process of the business (DUFFY, G. L. 2013 p. 54).

Define the term quality and discuss some consequences of receiving poor quality products.

Quality is termed as a critical aspect of creating a level of satisfaction to the clients to develop loyal customers to remain to buy the goods and services from your firm in the future. Quality affects the company on the supply of goods and services that are of poor quality, and this shows the different consequences presented to the firm. First, poor supply of goods and services causes issues with productivity. The company tends to use a lot of money when low-quality parts are supplied. Secondly, there is an impact on the company's profitability. The quality is directly proportional to the rise of the profitability, and therefore, most firms target on a goal of having quality goods. Thirdly, is on the influence on customer satisfaction, the customers, when supplied with high-quality products they tend to rank the firm high when a survey is conducted. Poor quality directly impacts on the costs, and this is felt when the firm is using standard equipment and parts, but later in the long run there will be a greater impact that becomes more expensive. Poor quality services and goods more so depicts on the extent to which a business can survive. In the firm, the goal of quality should be championed by all employees through teamwork to gain more sustainable streamline process. Therefore, quality is depicted to remain essential to any given business activity since it is expected to e conducted in a more flexible and conducive means.

Total Quality Management

Total Quality Management is defined as a technique used for success determination for improvement to be realized as being continuous (KIRAN, D. R. 2017 p. 58). The approach is mainly used to improve the quality of any given firm's outputs, services, and goods, and the continual improvement of the internal practices. The employees remain to be the predetermining factors in the business to be termed as being more competent as per the quality of finished goods and services needed by the clients. Total Quality Management is mainly used to boost the long-term loyalty of the customers and the satisfaction that is aimed at by the production of quality products and services (CHARANTIMATH, P. M. 2012 p. 64).

Quality Assurance

Quality assurance is termed as the trust created by the standards and rules set by the firms that ensure the quality is adhered to by suppliers. Quality assurance aids in creating more satisfaction and loyalty to the product being supplied and delivered to the consumer. Quality assurance is essential in determining how the products are made on the following of the quality regulations (LAWRIMORE, E. W. 2011 p. 73). Most firms work hard to make sure that they meet the standards they are opted to attain to create more significance in the quality.

Case Study Analysis

Summary of the Case

Optus is a broadcasting tv station that is involved in the streaming service of football to the Australians. Optus is found to have made a mistake by not streaming a match to its customers due to technical problems it had in its studios. The match that was highly anticipated for by the Australians was between Peru and Australia. Corin Dimopolous, the head of Optus TV apologized to his viewers and promised the issue was being addressed. The company takes effect to have primarily affected the company's products since they took it as a small issue that could not reach to its poorest levels of reputation. The production team tried there level best to return the situation, but it was too late for them to succumb the menace.

What Happened

All these happened after a deal was struck with SBS. Optus is found to have lured the SBS in a deal of 8 dollars million for the games to be put behind a paywall. The customers had to be paid back for lack of enjoying the service. Optus did this will opting that its fans had a short memory that makes them forget and forgive since they are confident they will not repeat the mistake.

Consequences Presented to Optus TV

The customers got very frustrated due to the challenges that were impacting on the individuals being presented on the different levels, thus making them look less effective. The loyalty of Optus moved to SBS TV since the quality of the service produced by Optus had reduced. The loyalty of clients had been distorted due to the lack of efficiency and satisfaction that was expected from the Optus TV. The revenue and profitability of Optus TV were also affected since they had to refund back to their clients for poor service. The lose of $15 to paywall to compensate for the winning of trust of the World cup fans is very expensive in the long run. The delivering of quality content back to its viewers was very expensive since they had to show for free for some time with refunds to its customers.

Recommendations

Optus should be recommended back to win back the loyalty of the viewers. Despite the issues still facing Optus TV, they should continue to accept the mistake they had done and continue offering their services ultimately. Optus TV should try their best by communicating with its customers to return and improve the service quality for its reputation to well build and seconded by the clients. The deals with SBS should be well discussed, and the long term impacts well analyzed before taking any risk. The reputation of Optus remains questionable due to some clients not be satisfied with what happened for developing a suitable environment for its viewers. The production staff should work to have to give the most provident quality to the viewers for the creation of satisfaction and loyalty.

Moreover, Optus TV should build a satisfying customer base for the determination of its profitability and revenue to rise (REICHENBACHER, M., & EINAX, J. 2011 p. 87). The company should advance on reducing its costs for the quality to be realized at high levels. Optus Tv should minimize its issues with production for the essence of quality to be significantly appreciated. Avoidance of deals that are of small amounts of money leads to more significant costs of production, for instance, on the refund of $15 to the clients.

Conclusion

In conclusion quality management remain to be very vital in any given corporation, business, and other firms. It predetermines on the revenues and profitability that boots the business for its continuity to be predetermined. Customer satisfaction and loyalty are two critical elements that remain to affect the quality of any service or product rendered to the customer.

References

CHARANTIMATH, P. M. (2012). Total quality management. Delhi, Pearson.

CHEMUTURI, M. (2011). Mastering software quality assurance: best practices, tools, and techniques for software developers. Ft. Lauderdale, FL, J. Ross Pub.

DUFFY, G. L. (2013). The ASQ quality improvement pocket guide: basic history, concepts, tools, and relationships. http://public.eblib.com/choice/publicfullrecord.aspx?p=1884177.

KENYON, G. N., & SEN, K. C. (2015). The perception of quality: mapping product and service quality to consumer perceptions. http://public.eblib.com/choice/publicfullrecord.aspx?p=1964764.

KIRAN, D. R. (2017). Total quality management: key concepts and case studies.

LAWRIMORE, E. W. (2011). The 5 key success factors: a powerful system for total business success. Charlotte, N.C., Lawrimore Communications.

REICHENBACHER, M., & EINAX, J. (2011). Challenges in analytical quality assurance. Berlin, Springer. http://public.eblib.com/choice/publicfullrecord.aspx?p=690954.

WOOD, D. C. (2013). Principles of quality costs: financial measures for the strategic implementation of quality management. Milwaukee, Wisconsin, ASQ Quality Press. http://public.ebookcentral.proquest.com/choice/publicfullrecord.aspx?p=3002660.