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“ At IBM, the ISO 9000 standards have proven to be a template for the creation of a sound quality system, regardless of whether the target market is located in the United States or overseas. By embarking on the ISO 9000 journey, it is reasonable to expect lower costs, improved customer satisfaction, greater brand loyalty, and stronger market performance associated with this quality effort. The ISO 9000 quality process can be an important step on the road to total quality management.” - IBM Director of ISO 9000 Dr. Jack E. Small
You are the owner of a small manufacturing business and wish to improve customer relations. Choosing to use ISO 9000 within your business, which category would you choose and what costs could be associated with this choice?