Quality in Customer Focused Operations

You are required to conduct a review of the literature in the subject area of Quality Management.  Specifically, how the purpose of quality management systems is to represent and deliver the expectations of customers within business processes.

You are also required to use the ITO framework to describe two operational processes of a specific company and then identify shortcomings in one of the processes and propose solutions for the shortcomings identified. This should take the form of the improvement changes you would like to make. Finally, you have to discuss the challenges in implementing the recommended improvement changes.