Elimination of the Quality Issues and the Retention of Business Case Study - 5

Elimination of the Quality Issues and the Retention of Business - Case Study Example Quality is an aspect which has gained importance and recognition around the world. The three components of quality which are quality control, quality assurance and quality improvement on a constant basis have become the core functions of numerous organizations since consumers are now well informed and not ready to compromise on quality. As the case suggests, the quality standards set by Presto Cleaners clearly did not meet the consumers’ standards and resulted in a lot of problems for the consumers (Dale B, van der Wiele T, van Iwaarden J, 2007).   Quality standards, in this case, did not revolve around the quality of the product itself but the means used to communicate and transfer the service to the consumer. Quality management must then be implemented whereby quality assurance is guaranteed both with the products and the processes used to deliver the service altogether. Without the implementation of appropriate quality standards, preferably those that are in line with the principles and guidelines set by the ISO standards of quality, an organization will not be able to effectively conduct business and might even fail to retain let alone attract new business. This was exactly what happened in the case of Presto Cleaners; Mr. Shelton was not satisfied with the services Presto Cleaners had provided and demanded compensation for the loss incurred by him or else lose out on business.  The objectives for which one chooses a product or service maintain a direct link with quality i.e. if the purpose for which the service, in this case, is chosen is not fulfilled the consumer would face quality issues (Howard S. Gitlow, 2005). When the Presto Cleaners opened their doors to customers, Mr. and Mrs. Shelton chose this service mainly because of the convenient location, suitable working hours and most importantly the friendliness and helpful nature of the staff. However, the cost was higher than competitors located in the vicinity, the Shelton’s gave Pre sto preference because they wanted to seek the quality services even if they had to pay higher costs for it.