The concept of quality revision notes

The level of performance and attributes that customers anticipate from a product or service before purchase.

A quality problem is any defect, non‑conformity or failure that prevents a product or service from meeting the required standards or customer expectations.

Quality is the degree to which a product or service meets or exceeds customer expectations, encompassing attributes such as reliability, durability, and performance.

Total Quality Management is a philosophy that seeks to embed quality into every aspect of an organisation, from product design to customer service, through continuous improvement and employee involvement.

A holistic, organisation‑wide approach that seeks to continuously improve processes, products and services by involving all employees and focusing on customer needs.

The Cost of Quality is the total cost incurred to ensure that a product or service meets required standards, including prevention, appraisal, and failure costs.

Ensuring consistent customer experience and brand tone across all outsourced agents.