ABSTRACT
Understanding and fulfilling the expectations of customers is the best and only lasting means to business success_I.2
The traditional concept of work says that a job is done and done well if a product is produced according to the manual for making it and the product works up to its specification or standard. This is called the product-out concept because the focus is on the company's effort to output what it considers to be a good product (see Figure 4-1).
