TABLE OF CONTENTS

Introduction
L1.1 Definition of Quality
L1.2 Processes of Inspection and Assurance
L1.3 Different approaches to Quality Management
L2.1 Meaning of customer satisfaction
L2.2 Meaning of continuous improvement
L2.3 Benefits of continuous improvement
L2.4 The importance of Internet Marketing
Conclusion
Bibliography

REPORT ON QUALITY MANAGEMENT

Introduction Quality Management (QM) is a strategy that embodies the belief that the management process must focus on integrating the customer – driven quality throughout an organisation. “It stresses continuous improvement of product quality and service delivery while taking into cognisance the reality that in order to achieve this goal, employee relations needs to be equally addressed, as the customer cannot get the satisfactory service delivery from ill- motivated employees” Lewis (2004, p.19). This report will provide the three experts’ definitions of quality and the basic principles underlying their approaches, and discuss similarities and differences between them. Also, in this report will be provided brief definitions of Quality Inspection and Assurance, explained meaning of Customer Satisfaction and Continuous Improvement and explanation the importance of Internet marketing.

L1.1 Definition of Quality Views on quality from business perspective. Although, quality is defined in many ways, the basic meanings are excellence in a product or lack of manufacturing or service defects. However, different experts define it in they own ways. To Phillip B. Crosby (2004, p.27) quality means "conformance to requirements". Quality must be defined in measurable and clearly stated terms to help the organisation take action based on tangible targets, rather than on experience, or opinions. Deming W.