In the previous article, Mr. Ha Son Hong shared about four concepts: Needs, Requirements, Desires, and Expectations. In this paper, he continues to share those concepts: Price, Quality, Delivery and the relevance of these 3 concepts.
First of all, we must be affirmed that Price, Quality and Delivery are 3 important parameters for selling products / services. In fact, customers often require products / services to meet certain quality standards, deliveries on the dates they need, and prices need to reflect the value of money that they spend to buy the products / services.
An organization will exist and grow if it creates and maintains customer satisfaction. In order to achieve that, the company should offer products / services that meet the needs and requirements as well as customer expectations. Besides, identifying the customer’s true needs and expectations at a specific time will be the decisive point for maintaining customer satisfaction. For instances, applying discount strategy to meet the customers’ demand, ensuring to delivery products/ services on time, improving products/ services’ quality.
Thereby, the mission of Account Manager at FSOFT is capturing customer requirements. Then the customer will absolutely believe that FSOFT can deliver the commitment at selling time with the price listed (or the price which the customer is willing to pay). However, they only can check (test / review / inspection) products/ services’ quality when they receive that. Then, they can conclude whether the products/ services are satisfactory quality or higher than expected.
Both Price and Delivery are only temporary factors (at the time of sales), while the impact of products/ services’ quality will last long after the price and delivery are settled down. That means customers order us for attractive prices, delivery at the time they want, so products/ services’ quality is the key factor that keeps customers continue ordering the products/ services. FSOFT’s problem: Have we not changed the image of competitive sales, large numbers to sell at the properly price (or raise prices with existing customers) because we are not really reach the extent of quality as expected by customers?
In customers’ views, if the amount they pay which is higher than the average price they can accept, and the products/services’ quality same as they expected, will they continue to hire FSOFT at such a high price? I guess they will continue to do that. Because applying properly price and delivery strategies can attract customers, but products/ services’ quality will be a long-term customer retention.
In fact, quality is one of the keys that company can use to satisfy customers, hence, in this paper, we will have a look about the concept of quality and quality’s definition. As Mr. Nam “old” shared, there are many definitions of quality concepts: degree of excellent, fulfillment requirements (conformance with requirements), set of attributes of things to meet the stated or implied needs, suitable for use (fitness for use), freedom of defects, or a term in question which becomes more popular “delighting customers” (delighting customer).
In my opinion, I often use the term “fitness for use” as the motto to evaluate quality issues. For instances, if a company establishes a quality standard norm which does not match the customers’ needs (although we produce products that meet our standards). On the contrary, if products/ services’ quality of a company exceeds the demand of customers, they may doubt that the price has been spent is too large compared to affordability.
In conclude, the final reviewers of products/ services’ quality are customers. Vendors (namely FSOFT) always has mindset that only customers can feedback satisfied or not, this is also expressed through CSS, or the increase or decrease of sales value, or stopping doing business with a certain customer. Thereby, there is one question here: Has FSOFT really considered analyzing feedback from customers?
If you have other definitions or interest in a certain definition of the “quality” concept, lets shares your opinions and we can understand this concept correctly.
The next article will be the link between “Quality and Price”, and “Quality and Cost”, thereby leading to the concepts of “High quality and Low quality”, Good quality and Bad quality ”.
Source: POTATO Tech Mag