Chapter 19
Quality: Building a Better Mousetrap
In This Chapter
Considering the cost of delivering a quality product
Changing production to improve quality
Measuring customer satisfaction
Reducing production time and delivery time
Using time to differentiate from the competition
You can use cost accounting to improve your performance in delivering a quality product in a timely manner. Quality is a necessity — not a luxury — as technology now allows customers to research online how companies perform. They can post complaints, too. If your product is defective, word will get around. Also, customers don’t like to wait. If you don’t get your product to the client quickly enough, the client might tell his or her friends about the negative experience (or, for that matter, post the complaint on Amazon or Facebook).
This chapter addresses quality issues in a business. Assume that you manage a business — and you’re concerned about quality. You consider how to measure quality. You look at ...
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