A significant trend in all business sectors over recent years has been an increased emphasis on quality. In an increasingly competitive environment, quality is seen as vital to success. In the modern commercial environment, there has been a change in emphasis away from quantity (produce as much as we can) to quality (produce the best we can). Customers have become more sophisticated and discerning. Poor quality products and services are no longer tolerated.
Quality applies to both goods and services. Whether a customer goes shopping for food or visits a dentist, they expect a quality experience. More importantly, quality is increasingly a source of competitive advantage.
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