Commitment to continuous improvement is a cornerstone of total quality management. Even the best organisation needs to improve to keep pace with the developing needs and expectations of its customers and with its competitors who will themselves be moving forward.

It follows then that the starting point for continuous improvement is to take stock of what it is that your customer needs and expects and to evaluate how well the quality of your product or service measures up.

Quality is really nothing more, therefore, than meeting customer needs. To do this, you must improve work processes, because it's the result of these processes that ...

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