Consumers and the Quality Infrastructure System

The increased choice of competing products brought by global markets and the downward pressure on prices resulting from competition mean that customers will tend to reject products that they do not perceive as being quality products, even though their price may be low. As a response, global markets and competition will tend to provide a choice of better quality at the same price.

The emphasis of a quality infrastructure system is on markets and consumers. All component parts of the quality infrastructure system act dynamically on each other. This inter-action is particularly intense between enterprises and customers/consumers. Enterprises offer products and services and receive direct and indirect feedback from consumers in the form of sales and levels of customer satisfaction.