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Elements Of An Effective Quality Management System
1. Elements of an effective Quality Management System and its deployment in Customer Service Operations
2. Dictionary has many definitions: “Essential characteristic,” “Superior,” etc. Some definitions that have gained wide acceptance in various organizations: “Quality is customer satisfaction,” “Quality is Fitness for Use.” The American National Standards Institute (ANSI) and the American Society for Quality (ASQ) define quality as: “ The totality of features and characteristics of a product or service that bears on its ability to satisfy given needs. ” Quality is first and foremost about meeting the needs and expectations of customers . It is important to understand that quality is about more than a product simply "working properly". What is quality?