In Chapter 7 we examined some of the financial monitoring and control systems which are suitable for use by a small business. In this chapter we are concerned with the non-financial systems, which essentially fall under the heading of quality management. This involves defining quality standards, examining the ways in which we build quality systems into our products and services, and identifying the methods that are suitable to monitor and control the effectiveness of those quality systems.
The objective of this chapter is to assist the reader to:
• identify the aspects of the business that are critical to the provision of quality goods and services;
• establish realistic ...