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Quality - Order Winning versus Qualifying

Quality is one of the most important factors that determine the utility. That is, the higher the quality, the larger the utility experienced by the customer. But, quality is not a one-dimensional concept. In fact, it is a highly complex, multi-layered one. In this chapter, we will explore this complex concept, 'Quality'. We will learn dimensions of quality, total quality management (TQM), quality dynamics and statistical process control (SPC) in detail.

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