The importance of quality

Quality of a product or service is important primarily due to the following factors:

• Customer expectations, which are typically stated or implied values. It’s implied that a customer wants the product he or she ordered. Expectations of delivery speed might be stated in the form of feedback in customer surveys.
• Compliance or regulatory rules, which are obligatory. For example, banks must protect credit card information-they are obligated by rules from government and the industry’s Payment Card Information Data Security Standards (PCI-DSS).
• Brand expectations, which come from in-house leadership. Brand expectations are typically stated; while not obligatory in the sense of being backed by regulation, companies for which high-quality, a specific voice, or other unique factor is a component of branding might treat brand expectations as obligatory. Coca-Cola for example, has a brand that is recognizable around the globe. While components of that brand, such as the design of logos or soda cans, aren’t mandated by regulations and might not be required by customers, Coca-Cola itself holds these components as important and puts resources and effort into them because it values its brand