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News Release from: American Society for Quality
Edited by the Electronicstalk Editorial
Team on 17 August 2006
PC makers address quality issues
The personal computer category experienced significant gains in perceived quality during the last three months, primarily due to improved service levels.
The personal computer category experienced significant gains in perceived quality, primarily due to improved service levels according to the Quarterly Quality Report, released today by the American Society for Quality (ASQ) "The increases in this quarter's American customer satisfaction index (ACSI) results indicate a stronger focus on improving customer service in the personal computer sectors", said Jack West, spokesperson for the ASQ and the author of the Quarterly Quality Report
This article was originally published on Electronicstalk on 8 Nov 2004 at 8.00am (UK)
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The ASQ Quarterly Quality Report expands on of the most critical components of the ACSI scores released today: perceived quality of the goods and services measured by the ACSI.
This quarter's Quality Report focuses on customers' perceived quality of the goods and services provided in manufacturing durables (autos, personal computers, major appliances, electronics) and e-business.
The ACSI reports on different industry sectors each quarter.
The ACSI is produced by the University of Michigan's Ross School of Business in partnership with the American Society for Quality and CFI Group, with e-commerce sponsor ForeSee Results.
The quality index for the maturing personal computer category made a significant jump of 3.8% primarily due to gains by Dell.
Although it has surpassed its rival Hewlett-Packard in terms of quality, Dell still trails the quality leader in personal computers - Apple - by a significant amount.
Apple's strong sales of Macintosh computers boosted profit in the quarter ended 1st July 2006.
"It appears likely that Dell's rebound is based largely on restoration of their service levels which have dipped significantly over the past five years", said West.
"Dell's $100 million commitment to beef up its US service centres is clearly having a positive effect".
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