M3.19 Providing Quality to Customers

In general terms high quality is perceived to be superior to low quality. What is quality? Quality is whatever the customer wants it to mean!  The objectives of this workbook are to make you better able to

• explain what quality means
• recognise the benefits of quality improvement and development in your work and appreciate methods of establishing the costs of quality
• have a good understanding of total quality management
• identify your customers and find ways of improving the quality of the goods and services you provide
• lead your team in taking practical and positive steps towards higher work quality