Quality control and the sales process

Abstract

Product quality is emerging as a major strategic instrument for competition. The purpose of this article is to assess the effects of quality control on sales, and, vice versa, the effects of the sales process on quality control. A model relating quality control and the sales process (advertising, repeat purchase, and word‐of‐mouth effects) is developed to evaluate the above relationships. Two special cases, with degenerate and beta distribution for defect items in the production lot, are analyzed in detail. In the former case, analytical results for the optimal quality control schemes are obtained, whereas in the latter, efficient bounds are derived to search for the optimal scheme. It is shown, analytically and numerically, that the sales parameters have significant impact on whether more “stringent” or “tighter” quality control is warranted. Future research directions are also discussed.