Managers operate in a business environment that places a high priority on achieving consistently high levels of quality. An important feature of any quality product or service is a lack of variability. Managers recognise that their customers need to feel that the product or service they purchase today is as good as, or better than, the one they purchased last time.This has lead managers to emphasize total quality management, where the the pursuit of higher levels of quality is seen as an ongoing process. A central part of this is the regular collection of statistics
