Discourse on quality is well diffused in allsectors,including that of localisation,thanks in particular to the concept ofTotal Quality Management (TQM) and itscomponents and more recently ISO certifications.
This article contains some elementsof reflection gleaned from day to day localisationproject management.Most companies are preoccupied with 代写澳洲论文 customer satisfaction.Its central role is recognised, accepted and taken intoaccount as yet another competitive pressure.Furthermore, the quality approach has long presented astrong business argument in the conquest of new markets.
Associated with a controlled pricing policy, it makes it possibleto preserve all the competitiveness necessary for the economicsurvival of a company. Management technique thenconsists of correctly controlling quality over the long term.
Too many companies redouble quality-related efforts to obtainmarkets, and then let these efforts subside once the relationshipwith the customer is established.
EVOLUTION OF QUALITY
In order to sustain this approach and, at the same time,maintain good customer relations, it is necessary for both thecustomer and the service provider to jointly define the level oquality that is expected at the proposed price. Indeed, it is thecustomer who is most qualified to define the quality of a serviceas they are paying for it.However, it is necessary to guard against excess: the effort putinto achieving customer satisfaction is sometimes extreme, evencounterproductive, because some of the expectations ascribedto the customer have not been confirmed by any analysis. Inthese cases, there is a major risk of focusing on issues that thecustomer may be unaware of and are immaterial while leavingreal issues unresolved and actual expectations unsatisfied.