The most progressive definition of quality is that it is whatever the customer or receiver of the product or service defines it to be. An effective Quality System identifes the "customer touch points" where the customer and/or stakeholder are affected or impacted by the process that delivers the product or service to them. It improves, reengineers and changes these key business process to ensure that each customer touch point meets or exceeds your customer's expectations. And when customers are satisfied, your organization benefits from higher revenues and better shareholder returns.
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