CHAPTER 2
Continual Improvement and Competitive Edge
To keep doing the same thing and expect different results is ‘Professional Insanity’
– Stephen R. Covey
SYNOPSIS
Today, quality is not just an activity related to products and services offered by an institution/organisation. It has relevance to the very survival, growth, and prosperity of the institution/organisation. Hence, a clear and deeper understanding of quality in the context of the society as well as business environment has to be considered. In addition to this, one has to understand the meaning of competitive edge and the role of quality as a strategy to avoid certain types of crisis faced today even by well-managed institutions/organisations. These are dealt within this chapter ...
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