Predicts a major role for quality in the business world of the twenty‐first century. Considers a broad range of developments such as the possible advances in online business, increased coverage of quality issues in higher education, and developments in tools aimed at facilitating the establishment of quality programs. Predicts that quality will impact more and more on all aspects of business – having sprung largely from the manufacturing environment it will spread to all types of organization and to all facets of business. Concludes that while the twentieth century could be seen as the century of productivity, the twenty‐first century will be seen as the century of quality.
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