chapter  100
4 Pages


The official definition of quality is, “the totality of features and characteristics of a product or service that bear upon its ability to satisfy stated or implied needs” (ISO 8402). Well-planned design is one of the major contributing factors to achieving quality within a product or service. It is therefore necessary to carefully control critical elements of a company’s documentation system with particular reference to each phase of design in order to ensure that the effects on the end products or services are not disastrous and are based on customer requirements.