ABSTRACT
Very few organizations are without systems of any kind. In small businesses where the person in charge can observe the activities of all employees and can personally check that no defective goods leave the premises, the system can be very simple indeed. However, as organizations become larger and more complex, there comes a point at which it is impossible for one person to undertake personal supervision of all that goes on and authority has to be delegated. At this point, the sensible manager will publish the rules which have to be observed and the procedures which are to be followed by members of staff exercising authority on his behalf. Some of these rules and procedures will relate to administrative and commercial matters, others will define how customer satisfaction with the products or services of the organization is to be assured. The latter category will form the kernel of the quality system.
