“Quality service” is a 20th century term that businesses use to declare a commitment to diligent customer support. Unfortunately, here’s what quality service often sounds like:“We’re sorry we delivered the wrong size part. But we’re committed to quality service, so one of our trucks will be there in an hour with the correct part.”It’s true. In the 21st century, successful small businesses have converted their problem-fixing “quality service” to the profitable and sustainable “quality process.”Put simply, executing a quality process is serving customers correctly the first time. Accomplishing a quality process ranges from the very basic, accurate order filling, to the more complex, integrating into your operation only those vendors that share your quality process commitment.

Source: Forbes January 27, 2017 19:40 UTC