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Quality - An untapped source of competitive advantage
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When asked: "What is ‘quality’?", people usually respond: "It is meeting customer expectations." Correct! The question then is "What are these expectations?" Not all customers have the same expectations. In this webinar we will explore QUALITY and the main drivers of competitive advantage.

2020/09/22
When: 22 September 2020
11:00 - 12:30
Where: Online Webinar
Western Cape
South Africa
Contact: Rosemary Cooke
021 461 1488


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Quality – an untapped source of competitive advantage

 

Two of the main drivers of competitive advantage are:

  1. cost advantage, which allows a company to charge lower prices than its competitors and,
  2. differentiation, which enables it to offer product features and benefits that competitors cannot easily match.

 

Differentiation is achieved through superior performance in respect of operations and product related aspects that competitors cannot readily match. For example, superior performance in respect of delivery speed and reliability and superior after-sales-service can provide you and your business with a competitive advantage. Customers are often prepared to ‘pay-a-premium’ for a product or service which they regard as superior in respect of those dimensions of quality which they value. What are these ‘dimensions of quality’ that clients use to judge whether they are prepared to pay a premium price?

 

When asked what is ‘QUALITY’, people usually respond by saying: "It is meeting customer expectations." This is correct. The question then is "What are these expectations?" Not all customers have the same expectations.

 

In the webinar we will explore :

  • What is quality – some definitions from the “gurus”
  • The link between quality and competitiveness
  • The  dimensions of quality – there are quite a number   
  • What management actions to consider to improve quality
  • Kaizen – a practical approach to improving quality

 




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