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?

6. CUSTOMER in Quality Management CUSTOMER-DRIVEN CUSTOMER FEEDBACK & INVOLVEMENT CUSTOMER SATISFACTION CUSTOMER FOCUS COMPETITIVE- NESS

15. QUESTIONS