In this weeks lecture we discussed how a good quality management system will ensure that two important requirements are met: the customer’s requirements and the organisation requirements. In addition to this we identified how providers of excellent customer service within the leisure industry base their service on competitive elements such as: Quality, Reliability, Delivery and Price.
In order to provide excellent customer service, quality must be at the heart of an organisations culture. Failure to meet the requirements in any part of a quality chain has a way of multiplying.A failure in one part of the system then creates problems elsewhere leading to more failure. The price of quality is the continual examination of the customer requirements and the organisations ability to meet them.