Task 12.1What is quality?Quality, according to Joseph Juran (1904-2008), means that a product satisfies the customer's needs leading to satisfaction, and quality also means all the activities a company engages in to ensure that the product meets the customer's needs. 2.2 Importance of Quality The concept of quality in a business focuses on the reserves and extra income that organizations are able to understand if they eradicate errors during their operations and produce products and services at the best quality level preferred by their customers . Errors can take almost any type, such as producing incorrect fuel gallon figures, sending incorrect bank statements to customers, or responding inefficiently to customer complaints, etc. All of these errors are very common and the costs incurred seem minimal. But overtime, when errors are repeated, incur costs up to a significant amount, so elimination by introducing a better quality system is very important for Laugfs Petroleum (Pvt) Limited. Globally recognized companies such as Disney, Toyota have achieved success by maintaining the quality of their work. Disney continues to offer quality, fun experiences for the whole family through parks, films and merchandise. In response to highly publicized recalls and safety problems in 2010, Toyota focused on quality and safety. Changing the leadership structure and creating a new internal reporting system are two measures that should help restore its reputation for outstanding quality control. Source: http://www.interbrand.com/Libraries/Branding_Studies/Best_Global_Brands_2011.sflb.ashx (accessed April 8)2.3 Cost of poor quality Maintaining high quality is essential to gaining a competitive advantage... half of paper... keep records manually. This is very ineffective due to failure to update and inappropriate use of manual documents. Therefore, the computer-based customer feedback system should introduce monitoring of individual customer behavior. Suggested CRM Software - Salesforce 2.9.2 Improve Your Customer Feedback System Customer relationship management system is not just limited to computer software. This needs to be updated with SMS tracking system and a mobile app. SMS tracking system and mobile app should be implemented along with dialogue telecommunication. Above are the main projects that should be implemented to reduce the current problem. Furthermore, the following actions should be taken to improve overall quality and performance of the marketing department.2.9.3 New hires, business process reengineering, team developmentThese are discussed in task 2 and 3.