Competition is rife: competition for customers, students, patients for resources, funds.

Quality is the most important of the competitive weapons. Organizations have used quality strategically to win customers, steal business resources or funding and be competitive.

All organization whether they be manufacturing concerns, banks, retail stores, universities, hospital or hotel there is a series of quality chains of customers and suppliers. Key to motivation and quality is for everyone in the organizartion to have well defined customers Quality has to be managed- it will not just happen

Process is a transformation of a set of inputs, which can include actions, methods and operations, into outputs that satisfy customer needs and expectation, in the form of products, information, services.

Materials Procedures Methods Information People Skills Knowledge Training Plant equipment

Products Services
Process

Information Paperwork

INPUTS

OUTPUTS