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Essay / Research Paper Abstract
This 5 page paper is a four slide PowerPoint presentation with speaker notes. The presentation looks at the way customers will value quality in the context of consumer warranties and the way these may prevent an inherent conflict in the way that operational attributes are determined. The bibliography cites 2 sources.
Page Count:
5 pages (~225 words per page)
File: TS14_TEcustwarr.doc
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Unformatted sample text from the term paper:
to appeal to a customer it needs to satisfy their quality requirements. This short presentation looks at the type of qualities that will be needed when looking at warranties and
compares them to the operational attributes of the warranties. Slide 2 Quality of a product or service will be
subjective to the consumer. Their perception will be based on their own needs and values. A core aspect is that when talking of quality, it is important to remembered that
firms should not be simply striving to provide the highest quality possible. Some quality aspects will not be valued by a customer. The requirement for the firm, in this case
Directed Electronics Inc., is for the firm to identify what features and characteristics are valued by the consumer, in order to deliver the quality required (Mintzberg et al, 2008). However,
it should also be remembered that these needs may also be contradictory; for example, consumers may want high quaily and low cost, where there will need to be some compromise.
We can look at this further by considering some of the needs of customers. Slide 3 As already noted,
when looking at these not all are likely to be fully compatible, and it is up to the firm to find the correct balance that satisfies the needs at an
acceptable cost to the firm and the customer (Kotler and Keller, 2008). This list provides some of the basic requirements that consumers may see as necessary or desirable in a
warranty service. Slide 4 To meet these needs different operational attributes need to be present. To satisfy the needs on the last slide, these may all need
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