Quality product, a good or service that meets expectations and fulfills its purpose, Quality standards, the minimum acceptable production or service standards, Quality control , checking based on inspection, Quality assurance, a system of agreeing and meeting quality standards at each stage of production, ISO 9000, an internationally recognised standard, Total quality management (TQM), an approach that aims to involve all employees in quality improvement, Internal customers, people within the organisation who depend upon the quality of work being done by others, Zero defects, a way of thinking to ensure that products meet customer expectations every time, Benchmarking, comparing a business against the performance standards of the best business in the same industry, Benchmark performance indicators (BPI), the areas of business performance that are measured and compared with other buinesses.

Chapter 27

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