Quality in various contexts, such as manufacturing, services, or management, refers to the degree of excellence or superiority of a product, service, or process. It encompasses principles like continuous improvement, customer focus, and data-driven decision-making. Pioneers like W. Edwards Deming and Joseph Juran have significantly contributed to the development of quality management principles. The importance of quality lies in its ability to enhance customer satisfaction, reduce costs, increase efficiency, and ultimately, contribute to the long-term success and competitiveness of organizations in today's global marketplace.

1. Quality
CUSTOMER SERVICE AND QUALITY I SEMESTER 2021
MBA FREDERICK GUERRA
Main Principles and Authors
Expositors:
• Milagros Escobar
• Cristian Batista
• José Cianca
• Héctor Rodríguez

2. QUALITY
MANAGEMENT
Maximum level that a product or service is
expected to reach constantly kept by strict
regulations on supplying the fuctionability
demanded by the users.
• Reliability
• Productivity
• Innovative and achieving new goals
• Effectiveness
• Customer fulfilment
• Positive Culture
what is quality?
Guidelines
Creation Supervision
Testing Innovation

3. Quality Principles
Where are we going?

4. 1.Customer Focus
• Recognise the appropiate taste
and essence of your clients
• Make decisions depending on
customer suggestions
• Create your brand in constant
change

5. 2.Leadership
Challenges and outcomes are expected ahead and
thus, we need to take the initiative, thinking
carefully and analyising the odds, is better than
not trying. Success is about having the
opportunity to fall and get up again to see what
works.

6. 3.Internal
Engagement

7. 4. Process
Management

8. 5.Right Fixing
What is not working on?
What are the obstacles?
Checking and testing what is
delaying the activities and
impede its functionability is
crucial to a real change.
Vision and
commitment
must be enforce
to assure the
persistence of
improvement

9. RESEARCH
DATA ANALYSIS
TEST PERFORMANCE
6. Decision
Making

10. 7. Efficient
Relationship
Communication and Trust is necessary to
keep strengthing a team

11. AUTHORS OF QUALITY