Quality is meeting or exceeding customer expectations

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Reference no: EM132247967

Compare and contrast the following definitions of quality.

1. Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy given needs.

2. Quality is meeting or exceeding customer expectations.

Explain each of the following statements as they apply to modern quality management.

1. Customer service is the rule, not the exception.

2. the absence of defects is a given rather than a source of competitive advantage.

Reference no: EM132247967

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