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Internal orientation of quality:
* directly measure characteristics
* of the product or service, such as the nun
of packages delivered on time or the
thickness of an engine part based on
manufactures specification.
* (Company Perspective)
both service producers and goods
* Focusing on product improvement
External orientation of quality:
* Fitness for use for the customer or the
capacity to satisfy customer’s needs.
(Customer Perspective
Implement quality function deployment
* improve decision making 5
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