Question

Sushon phones were introduced into the Ghanaian market in December, 2017. Despite the many claims that were made by Trust Electronics, the distributors of the phones, it has become clear that there are quality issues with the equipment.

Using your understanding of the dimensions of quality, explain any four (4) challenges that the phones may be facing in terms of their quality.

     
(b) Describe four (4) ways by which the manufacturers of the phones can improve
       their reliability.

  (c) Discuss any two (2) consequences that Trust Electronics may face if they fail to improve the quality of their phones.

Answer 1

Based on my understanding of the dimensions of quality, following four challenges that the phones may be facing in terms of their quality, these challenges are as stated below:

• Battery life or Power consumption: Battery life could be challenging for many phones brand. We could find limited growth for battery life. Many smart phones could come with several or versatile features but weak battery backup. Battery power gets drained out so quick if that phone comes with various sophisticated functions. Hence, battery life, quality could be challenging situations for the electronic companies.
• Connection types: as there are several connection types, these are like 2G, 3G, 4 G and other types of connections. Speeds and connection quality could also be varied based on generation of connection. It is necessary to test that mobile devices are accessible with various generation of connections and Testing should include measuring the bandwidth usage.
• Screen sizes: screen sizes could bring another challenge in the mobile market. As, there are several types of screen size, however, considering smart phone, such sizes are shifting towards bigger dimensions and tester should run all possible screen sizes and aspect ratios.
• Usability: such usability and user friendliness could be another challenge as faced by Mobile phones. Display size could take higher importance, when we use mobile for versatile purpose like running of Apps, taking photo with Mobile camera, build interfaces to interact with the mobile applications.

Now, let me state four ways by which manufacturer of the phones can improve their reliability, these are as stated below:

• It is necessary to understand the sides and needs of various type of customers. Phones manufacturer should target specific target audiences like Young professional, families, etc. they should assist customers in all possible ways and build integrity through keeping effective relationship with customers across various locations.
• They should measure customer satisfactions over time and understand their concerns. They should also define various causes of unhappiness, what are the current issues as faced by customers. What issues are coming much frequently? Company should appropriate actions based on knowing such grievances that could improve reliability over time.
• Company should also keep their eyes what their customers are commenting on social media. They should hear concern of customers in all possible ways, they should create support channel to respond within 24 hours, they should access their customers using chats, Q&A sessions.
• Manufacturer should also survey over time, they could collect preferences, needs and suggestions using such survey practices.

Now let me describe two consequences that Trust Electronics may face if they fail to improve the quality of their phones. These are as stated below:

• They could face more complaints from customers. If they fail to improve quality of their phones, then they could face more complaints, grievances that could increase warranty handling cost.
• They could earn poor reputation in the market, if grievances are not served within time and customers may feel embarrassed if their calls are not attempted within stipulated time. Reputation could be at stack.