This note is about Quality Management. In this note are including discuss quality definitions in the context of business and service delivery, demonstrate the inspection and assurance methods, describe the similarities and differences among the various strategies, what does it mean to say that a consumer is satisfied?, define the term "continuous improvement", exemplify the sort of increased value that will be gained, the sorts of information provided to consumers and the value placed on efficient marketing, describe ways to assess quality management, assess the value of user and non-user surveys in identifying client requirements M3, list the techniques of consultation used in one quality plan to encourage underrepresented groups to participate, determine the importance of complaints processes and how they may be utilised to enhance quality, report on the importance of self-evaluation in determining an organization's current'state of health' D1, assess the value of communication and documentation, follow the rules for the stages of employee consultation required for a quality scheme's effective implementation. D2 and suggest new systems or changes to current systems to increase service quality. D3