To evaluate the return on the service quality investments.


  • Carry out a cost-benefit analysis of the investment to be applied to improvement in product and service quality and to other determining factors that affect the organisation’s earnings, by identifying the return generated by various combinations of investment level and composition;
  • Identify the viability and profitability of possible investment;
  • Format investment in such a way as to meet a set of objectives that may include an increase in market share or maximisation of the profitability of t