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The role of quality in performance measurement

What is quality?

1.1 Introduction

Quality can form a key part of strategy and can be defined in a
number of ways:

 Is the product/service free from errors or does it adhere to
design specifications?

 Is the product/service fit for use?

 Does the product/service meet customers’ needs?

A number of quality practices will be explored in this chapter.

Illustrations and further practice

Now try TYU question 1 from Chapter 13 of the Study Text

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