ABSTRACT
Those who have been involved in setting up quality systems may complain about the paperwork and the fact that quality systems do not in themselves improve the service to the client or increase client satisfaction. This is true if only the first limb of the quality definition is developed but the second limb, the meeting of client expectations, is overlooked or just assumed. The first part of the quality definition, conformance to agreed standards, will reduce costs, delays, errors and reworking. It may also improve client satisfaction by reducing misunderstandings and cost overruns but it will not necessarily improve the service to the client.
