Quality Control


Quality control is a process within an organization designed to ensure a set level of quality for the products or services offered by a company (Jacowski, “n.d.”). Quality control has the ability to directly impact the success or failure of a business.   Companies with excellent quality control enjoy customer and brand loyalty and referral business. Companies with poor quality control will lose customers, expend resources in replacement products, and reduce their market share. In this paper I will identify a company demonstrating a high level of product quality and describe the characteristics which make it high quality. I will also identify a company with poor quality products, describe the nature of the defects, and suggest ways in which Six Sigma might improve the quality.
I chose Brookstone as a company that I believe has excellent quality management in both product and service quality. Brookstone is a nationwide specialty retailer offering an assortment of consumer products that are functional in purpose, distinctive in quality and design and not widely available from other retailers. From the beginning, quality of product, quality of service, and quality of people have been a hallmark of Brookstone (Brookstone, 2011).
I have enjoyed many visits to Brookstone stores throughout the country. I believe Brookstone epitomizes the dimensions of quality for service in the areas of time and timeliness, courtesy, consistency, accessibility, and responsiveness (Russell and Taylor, 2011). In over 95 percent of my experiences I was greeted by a very friendly salesperson shortly after entering the store, no matter how busy the store was. A salesperson was there to answer all of my questions and explained how every product I inquired about worked. I did not receive any high pressure sales and was left alone when I was just browsing. On one occasion, while waiting for an
outgoing flight out of my local airport,...