Opinion: Consider customer focus for business continuity – Cecilia Mutuku

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Business Daily | by Cecilia Mutuku


What comes to mind when you hear of coffee grown and processed in Kenya, clothes made in Turkey or cars made in Germany? Certainly, it is quality of the product or service.

Quality can be described as the degree of excellence. From improving processes, systems, products and services to making sure that the whole organisation is fit and effective, managing quality effectively enhances an organisation’s potential for success.

Quality is central to a country’s brand and reputation. It protects organisations against risks, increases their efficiency, boosts their profits, and makes them sustainable.

Failures in quality resulting from poor governance, ineffective assurance and resistance to change hurt businesses. Many will remember the reputational crises endured by BP, resulting from the Gulf of Mexico oil spill of 2010, and VW emission cheating scandal of 2015…

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