THE IMPORTANCE OF HAVING A "Q"
- The Quality issue has been talked about a lot and it’ll keep
happening until there’ll be no need to talk about it as an
element as necessary as the beds of a hotel or a telephone in a
travel agency. Today, everybody talks about quality of food,
cars, medicine, accounting and services in general. Our services
and products are from a great quality, guaranteed quality, the
biggest quality at the smallest price; we have been working and
we’ll keep on working to provide the maxim quality to our
products…these are slogans being repeated constantly in the
media, in official speeches, in universities or, in a more
general way, in all economic activity.
- But why is there now a bigger emphasis given by products and
services companies on the Quality issue?
- Because there are millions of products and an increasingly
global offer, which leads to the idea that to compete, companies
need to sell a quality product or service, otherwise companies
won’t be able to obtain a market share and, without it, they
The interlinking among Quality, Productivity and Competitiveness
is one of the most relevant factors in the current economy. Like
Deming and Juran taught us, if companies area able to raise the
quality, the productivity will increase and, consequently, the
competitiveness, or rather, the capacity of a product or a
service to stand out from the competition, whether is by its
price, whether is by the product or service specific features.
At a time when we watch a tertiarisation of the portuguese
economy, it matters to remember that the human factor is
fundamental to obtain a quality service. This doesn’t mean that
the other factors are secondary, because when we talk about
quality, nothing is secondary, however, what happens is that in
services, the human resources need to have not only a good
working skill, but also a good predisposition when facing the
demands of the client.
Therefore, it matters that the entrepreneur has the capacity to
organize, keep up, train and motivate his team, because these
actions are the key to the quality of his services, at a time
when having the “Q” symbol is becoming more and more a
differentiating and an added value factor.
In this respect, the entrepreneur has to be conscientious about
the consumers, whom are increasingly demanding and informed,
relating the “Q” symbol to quality and good service; consumers
are now aware enough to admit that the company that got the
certification made an effort to obtain that “Q”, which will lead
into a real benefit for the company.
However, to the entrepreneur is not enough to just obtain the
quality certificate to succeed in his ventures; besides, he
needs to keep his promise, he should worry about a regularly
measuring of the level of satisfaction of his clients and human
resources, in order to get to know his shortages and defects.
Assuming this attitude, the entrepreneur will improve on the
product or service that satisfies the client’s demand through a
quality-price ratio that will enable him to please the client as
well as to obtain business results, that will be achieved in a
company prepared to satisfy the needs of the clients, in other
words, a company that is able to maintain itself competitive.
Thus, don’t leave the opportunity to adopt a suitable quality
system at your company, as a fundamental contribution for its
differentiation in the industry where its activity is being