In society today quality plays an important role in customer satisfaction. A classic example of customer's being discouraged due to poor quality would be the case of Skoda cars. In the 80's and early 90's Skoda was known for it poor quality and this in turn affected both the brand image and also sales of the company. Once the Volkswagen Group overtook it in 1994, strategies have been implemented to put quality back into the product …showed first 75 words of 4466 total…

…showed last 75 words of 4466 total…In search of European Excellence"                                                               Harper Collins Business         Pp 239-242 _________________________________________________________________ 6)         The magazine for jaguar employees Topics October 2002 __________________________________________________________________ 7)         I am grateful to Sajad Bhojani BA MSC, for his input on this. _________________________________________________________________ 8)         Crosby P.B         (1979)         "Quality is free"         McGraw-Hill pp 55-62         Pp 87-89 and 106-109 _________________________________________________________________ 9)          W. Edward Deming (1985) "Transformation of Western Style Management"         Management Journal Vol. 15 No 3 May-June 1985 _________________________________________________________________ 10)         Nigel Slack, Stuart Chambers, Christine Harland, Alan Harrison & Robert Johnston         "Operations Management"                  2nd Edition Pitman Publishing (1998) pp760-830