``If this downturn has taught us one thing, it is that the industry needs to focus attention away from investing in capacity and on investing in quality. A high quality of service, with a focus on streamlining customers' operating costs, will ensure loyalty and help service providers ride out the downturn better. It will also position them for more sustainable growth in the medium to long term,'' Gautam Bellur, Associate Partner, Oliver Wyman, Dubai, a global management consulting firm, told Emirates Business.
Industry needs to focus on quality of service