Learning objectives
Explain what quality means from the customer's point of view and why it matters to a business's costs, sales and reputation.
Distinguish quality control from quality assurance and assess the impact of each on costs, waste and reputation.
Evaluate Total Quality Management (TQM), in which every employee takes responsibility for quality, and its effects on a business.
Explain how benchmarking against the best-performing firms is carried out and assess its value in improving quality.
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