A focus on customers should help any organization improve. Satisfy the customer and success will follow, or so the thinking goes. And it makes sense. Without customers, the best product or service is irrelevant.

Most people would agree that quality is essential to have but difficult to execute. Among the many tools available, a quality management system (QMS) can provide a roadmap toward better quality. 

When people use the word “Quality,” it’s usually as a synonym for “good.” Many brands tout their products as “high quality” or “superior quality” in just this way without really defining what the characteristics of “Quality” are, and we’re more likely to see it in marketing material than in integral business process or policy documents.