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QUESTION 1
(a) Illustrate the differences between External and Internal customers.
(b) Customer satisfaction is a fundamental cornerstone of total quality. Illustrate how Quality is related to customer satisfaction.
QUESTION 2
Benchmarking is the systematic search for innovative ideas, best practices, highly effective operating procedures.
(a) Describe how benchmarking might help an organization to achieve quality excellence.
(b) Describe the limitations and benefits of benchmarking.
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