Technique to reduce error and increase customer satisfaction, Project Management

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Question:

(a) The National Printing Company has been losing customers and orders due to various delays and errors. The Company wants to identify the problems that might be contributing to customer dissatisfaction.

Discuss how you would apply the seven quality tools and techniques to reduce errors and increase customer satisfaction.

(b) With reference to an actual organization, explain the term ‘cost of quality' and why should an organization monitor its cost of quality?

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