often have large bureaucracies equipped to facilitate regimented programs, while American companies often lack these bureaucracies and encourage creative thinking and management among their employees (Magana-Campos, Aspinwall 430).
But commitment to quality extends beyond producing a product with few or no defects. The term "quality" when used in the business world has come to include quality service, quality marketing and a quality workplace (Sutherland, et al 12). If a company provides quality service before and after the sale, customers are not only likely to continue purchasing from this supplier, they are likely
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