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Case study - quality through your customer's eyes

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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)

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Question 1

Define the terms:

  • Mission statement
  • Corporate communications

Question 2

Explain the role of local and national standards, such as those produced by the ISO, in assuring quality for consumers.

Question 3

Analyse the role of quality in the promotion process.

Question 4

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.