ABSTRACT
There is no simple magic formula for quality. High quality goods and services are not an automatic outcome of any system or routine process. Accreditation to ISO 9000 or any other standard won’t guarantee success; rather like passing an exam, it means little more than that you have a certain amount of knowledge and have the potential for doing well. Even total quality management, if it is applied half-heartedly, or without full commitment, will not ensure that your customers will be delighted with the quality of your goods or services.
