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Born (1994) and Muhlemann, Oakland and Lockyer (1992).
Definition of Quality
In general terms, quality can be defined as the ability of a product or service to meets the customer’s requirement. Different people have different definitions of quality but they all have the same central theme. For example, Juran defines quality as “fitness for use”. Philip Crosby defines quality as “conformance of requirement”. However the definition of quality that best suits our topic of assessment is the definition by American Society for Quality. They define quality as “the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs”...
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