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Organizational Excellence Through Total Quality Management

the time of purchase. There are attributes such as continued fault-free service
and maintenance costs which are equally important from the customers point of
view. Since quality is a measure of the user satisfaction provided by a product, it
should include the following characteristics: Functional efficiency Appearance
Ease of installation and operation Safety Reliability Maintainability Running and
maintenance cost The above mentioned quality features do not just occur in the
product.