A quality material, product, process, service or system is one that meets the needs of customers. Today, customers, including consumers, know what they want and can easily recognise ‘quality’. Businesses interact with a variety of customers e.g. Internal e.g. staff who have their office cleaned, or use the canteenBusiness e.g. suppliers of raw materials, stationery, transport, telecommunicationsEnd users e.g. other firms, the government or its agents, or the general public (buyers of goods or services). Many businesses trade at local, national and international levels. To win customers’ confidence,…

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