This chapter is concerned with quality – its relevance and definition, its measurement, control and improvement. Among the topics
In Chapter 2, the concepts of entry and order winning criteria were introduced. In order to trade at all an organization must satisfy the entry criteria of the market. In order to prosper it must match and exceed the competition in performance on order winning criteria. In many situations some sort of quality certification is essential and the ISO 9000 certification scheme, which was once seen as an order winning criterion, is now increasingly an entry criterion. Even in the public and not-for-profit sectors, where competition is not usually present, attempts have been made, in the UK in particular, to make quality of service an issue.