The essence of quality is to meet and exceed expectations and demands from customers. To achieve this, your business must deliver a good product, on time every time. This product has to come with an efficient financial administrative process and complaint procedures. Quality must be embedded in the whole organisation from top to bottom.
Everyone in your business contributes to the quality standards, all employees must be involved. A certain sense of quality must be entrenched in everything that goes on in your organisation. If all employees strive to improve these standards, the quality of the whole business will improve as well. That makes quality management so interesting and essential to your business.