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What is the role of Quality within Organisations today? "Good business, which in turn means general prosperity and employment, is not something which comes about by chance. It is a result of the skill with which business in general is managed - and business in general is only the sum of the activities of the business units. Through all the years that I have been in business I have never yet found our business bad as a result of any outside force. It has always been due to some defect in our own company, and whenever we located and repaired that defect our business became good again - regardless of what anybody else may be doing." Henry Ford According to Peter Drucker, "Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for". (Drucker, 1993) Introduction There are differing degrees...

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