Case study - quality through your customer's eyes
Read the article, Seeing your mission statement through the eyes of customers, (you can do this in the window below or follow the previous link to read the article in a separate window)
Define the terms:
- Mission statement
- Corporate communications
Explain the role of local and national standards, such as those produced by the ISO, in assuring quality for consumers.
Analyse the role of quality in the promotion process.
Using the article and examples from businesses you know, discuss how organisations can differentiate themselves and their products from competitors.
The Times 100 Case Studies have a number of useful company studies which offer excellent stimulus materials, several of which cover the concept of quality in different functional and corporate guises.