June 2023
Beginner to intermediate
400 pages
11h 28m
English
Quality is often defined as ‘consistently meeting or exceeding customer expectations’. In the Castlebridge framework we discussed in Chapter 7, the ‘customer’ is identified as an affected stakeholder and could be an external customer using the goods and services of your organization, or an internal customer using information that your organization has obtained, or some other member of society who is affected by the process or information outcomes that are delivered by the organization.
In this chapter we will:
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