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Value for money – the product or service meets customers’ requirements on value for money in the sense of giving them at least what they paid for and preferably more. Belief about 42 General Management whether value for money is provided will often be on a comparative basis, setting off one manufacturer or supplier against others. ●● ●● ●● ●● ●● ●● Reliability – customers are most likely to be satisfied when the manufacturer or supplier ‘delivers the deal’ by achieving a consistent level of performance and dependability.

2 A Pareto chart 40 Percentage of problems 24 30 20 10 0 slow mistakes rude service on bill waiter poor tables limited cost food/ too close menu of meal wine How to Achieve Continuous Improvement Nominal group technique The nominal group technique gets a group to achieve consensus on the ranking of problems, issues or solutions in order of importance. Benchmarking Benchmarking involves identifying good practices in other organ­ izations, comparing them with practices within the benchmarker’s organization and drawing conclusions on the lessons learnt from good practice elsewhere that can be applied within that organization.

2 Spell out the benefits – to the company and the individuals to whom the case is being made. Present your case ‘sunny side up’. Wherever possible, express benefits in financial terms. Abstract benefits, such as customer satisfaction or workers’ morale, are difficult to sell. But don’t produce ‘funny numbers’ – financial justification that will not stand up to examination. 3 Reveal costs. Don’t try to disguise them in any way. And be realistic. Your proposition will be destroyed if anyone can show that you have underestimated the costs.