QUALITY CONSCIOUSNESS
Shaping biz prosperity
Dr. Rohan Fernando
Quality consciousness is paramount for corporate success as it guarantees product and service excellence, which Dr. Rohan Fernando believes garners customer satisfaction. He adds that by emphasising quality, enterprises cultivate trust as patrons depend on their offerings.
Sustained quality fosters loyalty, promoting enduring relationships and favourable brand perceptions.
“Customers tend to link product and service quality with a company’s commitment to their level of satisfaction. This is what the foundation of trust is built on. And this trust becomes the basis for loyalty as customers opt to repeatedly engage with brands they trust,” Fernando asserts.
He affirms that quality consciousness not only shapes corporate prosperity but also cements enduring bonds with customers that eventually lead to brand reputation, thereby ensuring long-term success.
QUALITY MANAGEMENT “Organisations in Sri Lanka can prioritise quality by first understanding customers’ needs through market research and feedback mechanisms. They should empower employees to take ownership of quality, and foster a culture of continuous improvement and innovation,” Fernando urges.
He continues: “It is crucial that senior management demonstrates a clear vision for quality excellence and allocates resources accordingly. Another strategy is to leverage technology such as quality management software and data analytics tools, which streamline processes and identify areas for improvement in real time.”
Suppliers also play a crucial role in this as raw materials and services must meet quality standards. And for this reason, Fernando notes that it’s important to establish and maintain strong partnerships with suppliers.
By adopting these strategies, local organisations can improve the quality of their products and services; and more importantly, compete with international brands.
GLOBAL COMPETITIVENESS In an increasingly interconnected and discerning world, customers demand products and services that meet universally high standards. Fernando explains that companies prioritising quality demonstrate reliability, innovation and customer centricity, setting themselves apart from competitors.
He elaborates: “Consistent quality not only enhances brand reputation but also reduces costs associated with rework and customer dissatisfaction. In a world that has abundant choices, the level of quality becomes a crucial distinguishing factor.”
It directly impacts purchasing decisions and plays a definitive role in determining market success. Therefore, quality consciousness is not merely advantageous but essential to sustaining competitiveness in the dynamic global marketplace.
CHALLENGES Fernando believes that customers are becoming more quality conscious especially in the globalised world we live in: “Whether it is practical or not, every customer looks for a business that upholds the best standards. The best way to tackle the challenges of brain drain and rising costs is for all stakeholders to work together.”
Firstly, he calls for leveraging innovative technology and digitalisation, which leads to reduced operational costs. Fernando believes in working with educational institutions to strengthen the quality and practicality of curricula to mitigate brain drain.
Furthermore, he emphasises that creating a conducive work environment is crucial, prioritising employee wellbeing and professional growth, and offering competitive compensation packages and opportunities for advancement.
POLICY SUPPORT Government policies and incentives play a crucial role in promoting a culture of quality consciousness among businesses in Sri Lanka. By offering tax incentives or subsidies for quality certifications, the government can encourage companies to prioritise quality.
What’s more, Fernando firmly believes that implementing regulations that mandate quality standards in key industries can raise the bar for all businesses: “Investing in quality infrastructure and providing training programmes can facilitate businesses, equipping them with the necessary tools and knowledge to maintain high standards.
He concludes: “Overall, government initiatives can foster a culture where quality is valued and prioritised, benefitting both businesses and consumers alike.”
