This report will discuss most characteristics and applications of Quality Management in Business;

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TABLE OF CONTENTS

1. INTRODUCTION 2

2. THE USE OF QUALITY CIRCLES BY SARAH'S ORGANISATION. 2

3. OTHER APPROACHES TO QUALITY MANAGEMENT. 2

4. THE BENEFITS OF QUALITY CIRCLES FOR SARAH'S ORGANISATION. 2

5. OTHER BENEFITS OF QUALITY MANAGEMENT. 2

6. THE BENEFITS OF A RANGE OF QUALITY CONTROLS TO "FLOC". 2

7. WAYS TO IMPROVE FLOC'S CUSTOMER SERVICE. 2

8. QUALITY MANAGEMENT AND ITS BENEFITS TO ORGANISATION'S PERFORMANCE. 2

9. CONCLUSION 2

10. REFERENCES 2

1. Introduction

Quality management is one of the most important management concepts of the 21st Century. Societies, lifestyles, preferences, communication tools, amongst others, have drastically changed over the past decades and so have organisations around the world.

Individuals are living longer, being better educated and are demanding and expecting more from products and services provided by companies. Firms have found themselves in a constant search for original, innovative products in order to satisfy their customers. However, customers have begun to expect delight rather than satisfaction.

Focus on efficient Human Resource Management and investment in IT and new technologies have supported companies throughout the improvement of their products/services and development of