The recent example of a good quality experience is the purchase of Samsung mobile handset. It was a good quality experience due to its features, performance and design. The proper functioning of the handset without getting breakdown, has been a pleasant experience. Regarding the 85/15 rule, I would like to say that it is the organizational process, relentless R&D work and the commitment towards the conformance to quality that has delivered such as good quality product. So, process played an important role. Customer care executives were also prompt to explain and elaborate the exclusive features of the handset that further raised the positive experience.
The recent example of a bad quality experience is the having food in the fine dining restaurant. The ambience was not pleasant, food was also not as tasty as it should be and the attendants were also not very responsive to the customers. For all this mess, the organizational policy, culture and process was responsible. It is the organization that sets its value statement towards the target audience. Accordingly, the employees respond. So, it is the classic example of 85/15 rule where the processes and policies had a major role to play.
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