Source: http://www.study-aids.co.uk Summary With the development of science and technology things have changed rapidly in the world. Development in telecommunications and transport has changed the world almost into a village and people have more information than they used to have a couple of years back. When they decide to have any product or services they have access to all the information about them including the availability of wide range in the market and their qualities. This has enhanced tremendous competition in the market and if quality of a product or service is not maintained it will not be able to compete in the market and obviously it will not sustain in the market. To manage the quality of a product or a service managers have to be updated about the expectations of its users. Once they are aware about the expectations of the users they need to develop systems, regulations, standards or procedures to assure the satisfaction of the customer. If they fail to do so it wi...
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