Moses W. Mumba

QUALITYQuality is attached to the behavior of the people in the service chainIf management functions are weak, risk "germinates" and blossoms over time feeding on further mistakes, resulting in compromised quality. Quality should be viewed as such, not only by customers but by many interest groups, even if they can't afford it or like itThe notion that a small business is risky and delivers low-quality products because its resources are limited, is very strong and unforgiving in some consumersRisk is minimized when we do the basics right, even in small doses CUSTOMER SATISFACTION GRID