ABSTRACT
Since the initial publication of this book in 1990, the state of the art in terms of quality assurance has changed significantly.
• Within the UK alone, it is estimated that in excess of 40,000 organizations have now gained third-party certification for their quality management systems. However, we see this as only the tip of the iceberg and our perception is that for every organization which has sought and gained certification, there are at least as many again who have established sound systems to enhance their business performance without yet seeking formal recognition.
