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Quality and Improvement (How can quality be managed? (Quality control (QC)…
Quality and Improvement
It is highly important because quality relates directly to an organisation’s long-term viability – not many organisations with a reputation for bad quality survive that long.
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Strategic improvement
Larger-scale improvement activity needs to closely match the operations improvement activity with the market requirements. One of the best tools to do this is the importance-performance matrix (Slack, 1994), which is a powerful method of bringing together market requirements and operations capabilities so that gaps can be identified and addressed.
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Quality can be seen as a measure that compares the intended or expected outcome of a process with the actual outcome
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