This document discusses quality and quality improvement. It defines quality as meeting customer needs and doing things right the first time. It explains that quality is important for competitiveness, saving resources, and avoiding bad products or services losing customers. Quality must be followed by all, including top managers and team members. Quality processes involve planning, doing work according to standards, and evaluating outputs. Continuous quality improvement is achieved through defining processes, setting standards, evaluating compliance, prioritizing defects, implementing solutions, and checking results. A variety of tools can be used for quality improvement.