‘Stack ‘em high and sell ‘em low’ works for fewer businesses each year. Staying ahead of the competition now usually involves some form of quality approach. There are essentially two schools of thought: one concentrates on systems, standards and complying with customer requirements, while the other focuses on human aspirations and delighting the customer. In truth, you need some of both.

Most definitions of quality involve

  • Customer focus
  • Effective and efficient internal processes
  • Effective management and empowerment of employees.

Whether you adopt a simple or sophisticated approach, enhancing quality should


  • Sales
  • Profitability
  • Employee job satisfaction.

And reduce

  • Cost of sales
  • Complaints.

There is hardly anything in the world that some man can’t make a little worse and sell a little cheaper, and the people who consider price only are this man’s lawful prey.

John Ruskin


Copyright © Roisin Murray and Wallace Murray