Quality assessment findings from your organization directly impact the relationship your company has with its consumers. In the age of online shopping, quality in the consumer products industry is more important than ever. Delivering quality extends beyond simply satisfying government regulations. It directly impacts the reputation of a product, the brand and, potentially, an entire organization. Customers expect and demand high-quality products. When performed properly, quality processes ensure customers receive products that both meet their needs and are free from defects. Delivery of quality products to customers results in a number of business benefits, including:
- Increased customer loyalty
- Improved safety and reduced liability risks
- Repeat business and new customers from referrals
- Maintained or improved position in the market
- Overall positive branding of your products
- Improved internal perception and employee retention
Conversely, poor quality can create a public relations nightmare – damaging a company in the eyes of the informed consumer at best. At its worst, poor quality can endanger the health and well-being of customers, potentially shutting down a business.
Strengthening quality processes leads to improved measures to prevent mistakes and defects in manufactured products while also avoiding problems when delivering products or services to customers. Manufacturers with effective quality processes in place are far less likely to face product recalls or put customers at risk from poorly made products.
Designing the Consumer Products Quality Assessment
When working with an organization to help conduct an introspective view of their quality practices, Clarkston Consulting focuses on four primary dimensions of quality that are most impactful to today’s organizations. These dimensions include:
- Culture of Quality: At the heart of quality in any organization are the people who believe in its value and pursue quality on a daily basis.
- Consumer Centricity: Prioritizing the safety and satisfaction of the consumer is an element of quality that is essential to the long-term success of an organization.
- Unified Processes: The details that define how you implement quality represent the building blocks of quality within an organization and ensure consistent application of these elements.
- Enabling Technology: Computer systems, instruments and devices are tools that empower your employees to more effectively enact quality within the business processes.
While some industries have greater institutional maturity in their Quality departments, typically required by industry and/or federal standards, quality should be an important element for any company in any industry. Whether your business resides in the consumer goods, cosmetics, biotech or food and beverage industries, we invite you to complete this brief quality assessment survey – assessing your company’s organizational quality in terms of these four dimensions – and consider how you might improve the quality processes within your organization.
Contributions by Rob Wojtowicz