The book is aimed towards students of quality assurance as well as an active practitioners. Moreover, since the advantages of formal quality assurance, and the benefits of practising it are becoming more widely appreciated in service companies, it should be of value to non-specialist executives in smaller companies. It will help you manage your business responsibilities to ensure that you satisfy the expectations of your customers as economically as possible, and in a way which gives you visibility of the status and progress of your 'quality'. It will direct your attention to the writings of the most influential interpreters of quality concepts, especially in the USA and Japan, and how their lessons have been adopted and adapted by successful businesses throughout the world.